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Service Manager - Automotive
Al Mulla Group
To independently manage Mitsubishi Motors Service Center operations to ensure high quality service to customers, achievement of expected service revenues and enhancing customer retention.
Major Duties & Responsibilities:-
Assist Senior Management in formulating long term strategy and business plans for Service department to retain and enhance the customer retention without compromising on the profitability and service standards of the Service Department.
Improve revenue generation by ensuring customer satisfaction and retention by providing high quality professional service to customers in line with MMC standards
Conduct regular random checks on all phases of service operations to compliance on all stages of the service cycle
Analyze and track performance of productive and non-productive personnel employed in the operations by means of control sheets and reports generated by Accounts and customer feedback data received from other sources on a regular basis
Drive performance improvements programs in the service department on internal audit and CSI parameters, Safety Health and Environment (SHE) norms
Work closely with all departments such as Technical & Warranty, Customer Relations and Parts and ensure optimal service solutions to customers
Execute implementation of new systems and procedures related to service operations based on MMC guidelines
Interact with representatives of Insurance companies to settle insurance claims from them for Al Mulla customers as and when required
Assist colleagues and foster an environment of teamwork and collaboration.
Contribute to the department’s development by providing timely suggestions and feedback.
Make requisite attempts to handle customer complaints in a prompt and effective manner and as per company policies and practices and escalate cases to the superior as required.
Provide inputs to Senior Management regarding manpower planning hiring and promotion of personnel
Identify individual training needs, nominate staff for training and provide development inputs on the basis of performance reviews; ensure multi-skilling of service staff on various service operations
Track performance of service personnel on various performance parameters
Maintain and promote staff motivation and inculcate customer awareness
Carry out performance appraisals as per company policies and procedures
Make requisite attempts to handle all grievances raised by subordinates in a prompt and effective manner and escalate such matters to senior management, as and when required
Qualifications / Experience and other required skills:-
Bachelor Degree in Automotive Engineering (04 or 05 Years Full Time Program) ·
10 years of experience in a Japanese Distributor out of which 2 years should be in Managerial Position·
Good track record of customer satisfaction, productive employee management and achieving or exceeding financial targets·
Must posses good Leadership Skills with an adaptability to change for better working environment·
Excellent communication Skills (Arabic & English)·
Excellent computer skills
Bachelor Of Automotive Engineering (4 or 5 Years - Full Time Program)
Today, the Group has demonstrated its resilience by emerging, post-liberation, stronger than ever. By getting the business basics right and adding vital ingredients of imagination and a willingness to lead markets, AlMulla has built a reputation for delivering its promises which is well recognized by the world's leading companies.
Established in 1955, the Engineering Group has diversified engineering operations covering projects, services, technology and manufacturing.Certified to ISO 9001, its 125 engineers and 2400 technical staff provide quality assurance to its distinguished clientele, and are committed to achieving customer success and leadership in each of its businesses.
Recognizing that the financial services sector as a growth area, AlMulla Group commenced its Consumer Finance activity in 1978. Business was initially limited to financing sales of its own products. After acquiring the necessary expertise in the field, business was expanded to cover other car dealerships.
The commercial division handles the Group's commercial activities. Over the years such activities have been subject to a remarkable expansion and multi-directional diversification. Strong skills, aggressive marketing, timely investment, employee's dedication and long term approach to every venture we take, make the Commercial Division a key division in the Group
- Job Location: Al Kuwait, Kuwait
- Company Industry: Automotive
- Company Type: Employer (Private Sector)
- Job Role: Management
- Joining Date: 2012-12-01
- Employment Status: Full time
- Employment Type: Employee
- Manages Others: Yes
- Number of Vacancies: 1
- Career Level: Management
- Years of Experience: Min: 0 Max: 10
- Degree: Bachelor's degree