Job Summary:
The Head of Service is responsible for overseeing and managing all aspects of the service department within the group. This role involves leading a team of service professionals, ensuring high-quality customer experience, maximizing service operations efficiency, and driving the strategic direction of the service division. The Head of Service will collaborate closely with other departments, manage budgets, improve service delivery, and ensure adherence to industry standards and company goals.
Key Responsibility Areas:
- Leadership & Team Management:
- Lead and motivate a diverse team of service managers, technicians, and support staff to achieve operational excellence and high levels of customer satisfaction.
- Develop training programs to improve the skills and performance of service team members.
- Foster a culture of accountability, teamwork, and continuous improvement within the service department.
- Oversee the day-to-day operations of the service department, including service scheduling, customer service, warranty administration, and parts management.
- Ensure the service department adheres to industry standards, regulations, and company policies.
- Manage service workflows and optimize service processes to increase operational efficiency and reduce costs.
- Enhance customer service experience by ensuring prompt and effective resolution of service-related issues and complaints.
- Implement customer retention programs and ensure a high level of customer satisfaction and loyalty.
- Analyze customer feedback and service performance metrics to identify opportunities for service improvement.
- Strategic Planning & Budgeting:
- Develop and implement strategic plans to grow the service division and meet business objectives.
- Manage the service department budget, monitor financial performance, and implement cost-saving initiatives without compromising quality.
- Report on service performance, including key performance indicators (KPIs), service revenue, and customer satisfaction levels to senior management.
- Collaboration & Communication:
- Work closely with sales, marketing, and other departments to ensure seamless integration of services with overall business objectives.
- Build and maintain relationships with key stakeholders, including suppliers, vendors, and external partners.
- Stay abreast of technological advancements in the automotive service industry and identify opportunities to implement new tools and systems to improve service operations.
- Drive the adoption of digital solutions for service management, customer engagement, and reporting.
Qualifications:
- Bachelor's Degree in mechanical engineering, Automotive Engineering or another related field. (Master’s degree preferred).
- 10+ years of experience in the automotive service industry, with at least 5 years in a leadership role.
- Proven track record of managing and leading a high-performing service department in the automotive sector.
