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Job Description
Service Manager
Job Specification
Reporting to (Line manager): / Aftersales Manager / Brand Manager
Responsible for (Reporting staff): / Service Receptionists, Workshop Foreman, Technicians, Warranty Clerk
Job Holder:

In the event of annual leave, illness or any other absence from the company, the nominated deputies for this position are the ______or ______

Objectives
  • Formulate policies and procedures to achieve maximum sales of parts and labour
  • Maintain agreed profit margin and return on investment by efficiently controlling stocks, assets and all financial transactions
  • Achieve and strive to exceed all targets through an efficient workshop operation
  • Help retailer to achieve industry-leading standards of process efficiency
  • Ensure departmental compliance with company policies and industry guidelines

Measures
  • Labour sales vs objectives
  • Parts sales vs objectives
  • Workshop utilisation vs target
  • Labour efficiency, parts margins, warranty payments
  • VQM / dealer audit
  • Customer satisfaction: CEM, Image builder, Recorded service experience, Retention (repeat purchase)
  • Staff retention
  • First time fix rate

Limit of authority

Expenditure:

Use of resources:

Personnel:

Key Tasks
Objective: Formulate policies and procedures to achieve maximum sales of parts and labour
  • Assess service department financial performance
  • Plan, initiate and promote service department marketing events
  • Instigate advertising and promotional activities
  • Carry out regular reviews of all pricing policies, labour rates, fleet discounts and parts pricing
  • Work closely with the sales department to ensure all buyers are introduced to the service department
Objective: Maintain agreed profit margin and return on investment by efficiently controlling stocks, assets and all financial transactions
  • Examine management accounts and composite figures monthly, to allow necessary improvements and corrective action to be taken
  • Monitor financial expenditure and ensure adherence to budget
  • Ensure all outstanding debts are collected promptly
  • Monitor warranty claim submissions and credit account applications and take appropriate action
  • Ensure all materials purchased for resale are monitored and sold at a profit
Objective: Achieve and strive and exceed all targets and sales objectives through an efficient workshop operation
  • Enhance facilities, improve technical skills and achieve high standards of workmanship
  • Communicate job expectations and provide regular feedback of team’s performance
  • Establish training requirements and costs to provide satisfactory levels of skill and job satisfaction
  • Administer performance reviews with all reporting personnel
  • Establish and review incentive schemes used in the service department
Objective: Ensure the highest level of customer satisfaction
  • Ensure customers are received courteously and efficiently
  • Work to constantly improve the quality of customer service
  • Handle dissatisfied customers calmly and resolve complaints sensitively
  • Ensure essential Volkswagen courses are attended and the correct records maintained
Objective: Help retailer to achieve industry-leading standards of process efficiency
  • Ensure adequate staffing to achieve departmental objectives
  • Ensure correct maintenance of tools, equipment, and other materials in the service department
  • Ensure correct understanding and departmental usage of computerised systems
  • Monitor workshop productivity and the effective use of labour
  • Monitor first time fix rates and take any necessary actions to improve them
Objective: Ensure departmental compliance with company policies and industry guidelines
  • Ensure the correct recycling of all disposed and damaged items in line with environmental regulations
  • Operate within the law at all times
  • Ensure all health and safety legislation and internal procedures are followed
  • Operate at all times within company policy and follow Volkswagen operating standards
  • Maintain contact with Volkswagen, suppliers, and statutory representatives

Key Competencies

Being Volkswagen means that as a manager you must deliver high performance through your team

  • Define clear roles and responsibilities for your people
  • Apply high standards when recruiting
  • Communicate clear goals and targets for your people
  • Systematically track the performance of your people
  • Step in to support your people when appropriate
  • Delegate appropriately in line with people’s abilities
  • Keep your team focused on the long term aims
  • Energise your team to strive to deliver success
  • Praise good performance
  • Provide constructive feedback on performance
  • Tackle instances of underperformance quickly

Being Volkswagen means that as a manager you must make work a fulfilling experience for your people

  • Communicate inspiring long term aims to your team
  • Involve your team when making decisions
  • Make effective use of people’s talents
  • Build self-confidence in your people
  • Keep your team informed on products, services, plans and progress
  • Develop a strong team spirit
  • Trust your people with appropriate space to make their own decisions
  • Adopt an accessible, approachable style for your people
  • Encourage your people to openly express their views
  • Reward people fairly for their contribution
  • Get to know your team as individuals
  • Find ways to make work enjoyable for your people
  • Provide appropriate development for your people
  • Ensure a positive physical working environment for your people
  • Help your staff create a clear personal career path
  • Ensure new staff are properly briefed and welcomed
  • Treat your people fairly and consistently
  • Take responsibility for the actions of your staff
  • Build relationships with your people’s families

Being Volkswagen means providing an easy and enjoyable customer experience

  • Create efficient processes to ensure consistent delivery of quality and service standards
  • Repair relationships with customers in cost effective ways
  • Convince your team of the importance of good customer service
  • Act on relevant customer feedback

Being Volkswagen means committing to deliver an effective contribution

  • Set an example in enthusiasm and energy
  • Strive to improve on previous performance
  • Take tough decisions that may be unpopular
  • Act fast when faced with opportunities and threats
  • Recognise when plans need to change
  • Take calculated risks that offer potential benefits
  • Maintain a strong focus on costs and efficiency

Being Volkswagen means working constructively with your colleagues

  • Create a culture where teams pull together
  • Endorse the actions and decisions from higher up
  • Build constructive relationships with key interested parties

Being Volkswagen means making sensible decisions

  • Convert strategy into practical goals and targets
  • Create plans aligned to Volkswagen’s brand ambition
  • Create a clear and rational long term plan
  • Allocate resources in line with business priorities
  • Keep on top of the activities of multiple teams and projects
  • Resist pressure to make hasty decisions

Being Volkswagen means finding better ways to do things

  • Encourage your team to suggest improvements
  • Recognise potentially profitable new products and services
  • Look to learn from external best practice
  • Develop the capabilities of your people
  • Introduce changes sensitively
  • Overcome inertia to drive through change
  • Seek out and encourage fresh ideas
  • Convert ideas into practical actions

Being Volkswagen means making a positive impression on people

  • Hold efficient and productive meetings
  • Set a positive example in personal behaviour
  • Find memorable ways to convey information
  • Gain agreement by canvassing for support and building consensus

Signatures

I have received a copy of this Job Description, read it, understood it and agreed to it.

Name / Date: / Signature:
Name: / Date: / Signature:

Service Manager Job Description.docVersion 3Date Last Amended: 2008