Job Description Service Manager

Job title: Service Manager

Level: Top Management

Reporting to: CEO or Dealer Principal

Job Summary

As Service Manager – Service of dealership, you are fully responsible for planning, controlling and increasing efficiency of Service and Spare Parts operations of your Dealership. In this function, you ensure that strategic and operational goals are met and that the derived measures are implemented. In addition, you are responsible for designing all processes within the Service and Parts department ensuring that these are followed in order to maintain a constantly high customer satisfaction level as well as a positive brand image. In this function, you are part of the Top Management.

Qualification

Education

• Graduate in Engineering or Science, Graduation in Business Management Studies is an added advantage. 

Experience

• 10-12 years of professional experience in automotive After-Sales. Of these at least 4-5 years should have worked as a Service Manager.

• Solid professional experience in personnel management and heading teams

• Solid professional experience in dealing with customers and suppliers

• Completed training in a commercial/technical profession, ideally in the automotive industry (or comparable training)

• Additional training in business management, such as a degree in Business Studies

Specific background

Corporate Knowledge

• You have a basic understanding of products & services of our brand.

• You are familiar with the market for automobile sector and dealership business and the regional competition, as well as their structures, sales channels and market offers.

Technical background

• You are aware of Jaguar-Land Rover products.

• You can apply methods and tools for focusing and managing a company (such as balanced scorecard).

• You understand methods and tools for corporate and market analyses (e.g. SWOT).

• You know the constitution and structure of a Jaguar Land Rover dealership.

• You have in-depth knowledge about the basic key figures and levers in Service and Logistics (marginal costing, sales & inventory trends).

• You have a good background in marketing methods (marketing cycle, marketing mix).

• You have basic legal knowledge (e.g. guarantee, contract, and work and tariff rights as well as data protection).

• You know the statutory requirements for occupational health and safety, general safety, fire safety and environmental protection.

• You are updated with latest technology in After-Sales business of dealerships

Process and Organizational Knowledge

• You know the service and logistic process.

• You are an expert in financial planning and controlling process.

• You know the processes and interfaces of associated departments and contact persons (sales, finance and human resources).

• You know the relationships between structures, processes, quality and customer satisfaction and business success.

• You know relevant recruitment, management and evaluation tools provided by Jaguar-Land Rover.

• You are familiar with statutory requirements for handling After-Sales business.

IT background

• You have knowledge about current software applications (e.g. MS Office).

• You know the After-Sales systems (e.g. DMS, Business Intelligent tools, etc.)

 • You are updated with latest technological changes in IT related to After-Sales

Skills

Being the representative of the organization you have the ability to create and maintain customer and supplier relationships.

• You are extremely loyal towards brand and show integrity.

• You are honest and genuine towards customers and suppliers.

• You are polite and treat people and talk to them with respect

• You can convince customers and suppliers.

• You are reliable, and keep commitments.

• You remain calm even in critical discussions and can de-escalate conflicts and clarify concerns independently.

Action goals: You contribute considerably to a high customer satisfaction level as well as customer acquisition and loyalty

Organisational Competence

You have the ability to put in place structured processes and ensure a high level of quality in dealership as well as to create a sense of awareness about this.

• You implement decisions effectively and achieve agreed objectives.

• You keep on track, even in hectic situations.

• You set high standards of quality, ensure their sustainability vis-à-vis colleagues and employees, as well as maintaining these standards yourself.

• You use interfaces and exchange experiences actively and across divisions.

• You communicate processes clearly to others involved. 

• You are open to suggestions, new solutions or process optimizations. Action goal: At all times, you guarantee the efficiency of the dealership by efficient and quality -effective processes.

Leadership Skills

You have the ability to manage in a way geared to employees, tasks and goals.

• You act according to ethical standards, accept responsibility and are an example of integrity and company values.

• You promote diversity and create a culture of cooperation and learning.

• You actively assume managerial responsibility, largely stay out of operational processes and promote managerial responsibility of reporting managerial staff.

• You recognize good performance and act justly in this regard.

• You provide criticism in an appropriate manner, explaining your decisions, and you are consistent in your response to inappropriate behaviour or deficient performance.

• You provide information on strategic goals, key figures, current trends and change processes and use this information for managing employees and management.

• You clearly communicate expectations and set targets based on quantitative and qualitative objectives.

• You expect top performance and support its attainment, you conduct staff development and systematically generate successors or responsible deputies/representatives

Action goals: You ensure employee commitment and motivate staff & management to maximum performance readiness and ability, in order to achieve both customer-related and company-related goals.

Business Skills

You have the ability to plan and set out future-directed strategic and operational goals for the long run, as well as ensure profitability of service and logistics at all times.

• You provide employees direction with vision, strategy and objectives.

• You actively generate ideas for forming strategic and operational goals.

• You are a driver of innovation, change and ongoing improvement.

• You have a distinct long-term vision and keen sense for market trends.

• You recognize and consider changing demands, you can derive targets from key figures and you can realign the service and logistics areas accordingly.

• You pay attention to the operative utilization of capacity in the dealership (such as in the workshop and inventory).

• You initiate and actively manage new customer acquisitions.

Action goals: you secure sales and earnings as well as increasing the earning of the dealership - conscious of the company’s responsibility towards employees and other stakeholder interests.

Technical Competence

You have the ability to use your professional knowledge in planning and controlling service and logistics and to apply this knowledge activity in practice.

• You employ available tools, system and instruments in planning, managing and developing Service and Logistics.

• You can analyse and assess the key figures of service and logistics, derive targets as well as utilize them actively in planning and controlling

 Action goals: you ensure an effective business operation. 

Interpersonal Skills

You have the ability to plan and follow up on your thinking and actions according to corporate values, strategies and guidelines.

• You show excellent management skills.

• You have the ability to build teamwork and can motivate your colleagues.

• You act in accordance with the needs of the market and customers.

• You are open to change and can accept it and are also yourself an active motor for change when necessary.

• You show self-initiative and adapt your actions to altered general constraints.

• You show flexibility in new or unusual situations and tasks.

• You are inherently active, have the will to persevere and are able to make decisions.

• You demonstrate a convincing desire for performance and success.

Action goals: You create a customer-oriented and appreciative culture and loyalty among all employees with respect to operational interests and the Jaguar-Land Rover brand.

Tasks

Business and profit planning as well as representation of Service and Spare Parts

• Define a vision and derive strategic and operative objectives.

• Develop appropriate performance indicators for Service and Parts derived from the corporate strategy in coordination with Management and JLR India.

• Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput).

• Monitor and manage Service and Parts by means of consistent observation and analysis of key figures.

• Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary.

• Represent the brand and the company vis-à-vis customers, suppliers and in public relations, actively establish targeted contacts with fleet customers, public figures, clubs, associations, as well as maintaining such contacts.

Targets for expansion, retention and penetration

• Set targets for market expansion, customer retention and business penetration.

• Ensure systematic and cross-divisional service and parts market development.

• Creation of marketing plans for Service and Parts.

• Develop marketing measures for customer loyalty and acquisition.

• Implement available marketing measures for sales support.

• Sustain the effectiveness of marketing measures and communicate to the entire executive management.

• Maintaining highest level of customer satisfaction without sacrificing profitability.

Group financial and revenue interest protection

• Set operational financial targets for the dealership.

• Ensure all departments achieve profit targets, maintain margins and control expenses as detailed in budgets and business plans

• Ensure good cash flow and maintain high level of fiscal awareness.

• Ensure that overheads, costs and expenses are minimized by carefully controlling and utilizing all resources effectively.

• Continually monitoring and reviewing dealership’s financial situation and achieve financial objectives.

• Continuously refine and improve the quality of customer interaction, satisfaction and retention by improving standards and providing best products and services.

HR practices and strategies

• Ensure standardization and transparency in HR practices and strategies.

• Monitor the performance of responsible managerial staff in dealership given corporate goals (e.g. on the basis of target agreements).

• Interviewing, recruiting and selecting key staff for dealership. 

• Create employee developmental plan with the help of HR department.

• Ensure regular and efficient communication with and between the employees, review annual appraisals identify major gaps in it.

• Ensure that all employees are committed to principle and ethics that form the core of customer relations management.

Interfaces Relevant to Success

 As a Service Manager, you demonstrate a maximum of appreciation, professionalism and competence towards your employees, colleagues and customers

Management / NPS/ National Company / Financial accounting

• Compare targets and actual performance for service and parts strategy, including the measures derived from it.

• Compare targets and actual performance for sales, service and inventory developments.

Human resources / employee representative  

• Execute coordinated personnel measures.

Service / parts marketing specialist

• Systematically develop the market for service & parts.

• Conduct segmentation of customers as well as target group specific service and parts offers.

Car Sales

• Exchange customer and vehicle data to ensure specific customer service and market management.

Customer / suppliers / public

• Acquire new customers, conduct public relations and negotiate prices, conditions and contractual agreements.

• Represent the service outlet.