Aftersales Manager

Main Purpose of Job:

We are currently recruiting for an Aftersales Manager to join the Connolly Motor Group, within the Service and Parts team Collooney.

The role:

The successful candidate will be required to manage a team of Master Technician’s, Service Technicians, Advisors, Apprentices. In this role you will be required to ensure the highest level of customer satisfaction when interacting with the service and parts department. You will ensure agreed labour sales volumes and profitability targets are met. To identify and develop opportunities to enhance the performance of the service department. Devise and implement the agreed service target to generate business – on a daily/weekly/monthly basis.

Role Responsibilities:

Management

• Ensures the service and parts department is adequately staffed to achieve departmental objectives
• Communicates relevant administration (to include job cards) and service procedures to the service team / workshop to ensure accuracy and compliance
• Monitors department performance against the budget, identifying and addressing shortfalls and recognising opportunities for over performance
• Manages costs attributable to the parts department, continually reviewing and monitoring parts pricing policies, discounts and trade discounts to maintain profitability
• Formulates and communicates sales targets for parts department and provides sufficient guidance and direction in order to maintain agreed volume and profit targets
• Ensures and monitors accurate and timely ordering of parts for stock and for internal / external customers
• Displays customer facing parts and accessories stock in an attractive, clean manner making optimum use of space and display materials
• Monitors the age profile of parts stock and takes action to minimise obsolete stock
• Communicates relevant administration and processes to the parts team / workshop to ensure accuracy and compliance
• Review and monitor parts and service technicians’ productivity / efficiency / quality / comebacks
• Readiness to attend and undergo training as and when required by the Company and the Manufacturer
• Assist HR with employment relations, recruitment & selection and people agenda queries
• Effective control of management of vehicle comebacks, damages and quality service issues and deal with associated costs and customer/ staff interactions appropriately
• Ensure the service advisors maximise the potential of up-sales during service customer communications
• Highlight where reviews of pricing policies, labour rates and discounts are required
• Reviews WIP’s on a daily basis to ensure completed and fully costed WIP’s are invoiced 
• Maintain a clean, well-decorated and tidy workshop and parts workshop to achieve the highest standards of workshop presentation
• Provides regular feedback to the General Manager on departmental activity and statistics

Customer Service

• Ensures the service and parts team maintains and develops good relationships with customers by meeting and exceeding expectations and supporting a right first-time approach
• Handles customer issues and complaints using the necessary skills and resolving the issue to the mutual satisfaction of the customer and the business
• Liaises with the customer if necessary to correctly diagnose non-standard or intermittent faults,either on the phone or face to face, or by a road test which may be accompanied by the customer

Standards & Regulations

• Monitor and check the safety of equipment and materials. All used parts should be removed from the workshop
• Controls and manages any manufacturer audits as and when required
• Ensures team members comply with appropriate H&S working procedures and wearing of appropriate PPE and safety gear

The person:

Skills and Competencies:

• Experience in vehicle services and repairs
• Management Experience is essential
• People Management experience is essential
• Excellent Communication skills (Written, Oral, Listening)
• Problem Solving skills
• Time Management skills
• Ability to work in a team and on own initiative
• Display a keen interest in Motor Vehicles
• Interested in working in a fast-paced environment
• Attention to detail
• Continuous improvement mindset
• Build strong interdepartmental relationships and pay close attention to other departments requirements
• Present a consistently professional image to both internal and external customers, through attitude, behaviour and personal appearance
• Full driving license is essential

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