Service and Panel Manager

October 3, 2023
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Job Description

Responsible for the management and efficient operation of the Service & Panel business

  • To manage and organize the Service and Panel Departments to run efficiently and profitably with the goal of increasing market share, retaining customers & delivering profit targets;
  • Provide technical and administration support and Management of the departments;
  • Ensure strong customer relations, promoting the CRM function and visiting customers regularly to grow the existing business and maintain strong relations;
  • Ensure relevant monthly reporting is completed, budget processes for the departments are managed and DOC / financial reports are reviewed regularly;
  • To ensure a safe working environment for all staff and customers who enter the workshop environment; and
  • Actively participate in the training, mentoring and coaching of the team members.

Major Accountabilities


  • Review monthly management reports (MMR/ Hyperion P&L) with Department Managers, identify and initiate corrective action to rectify deficiencies; report monthly to the CEO on major business activities / issues and respond to Head Office enquiries;
  • Ensure annual budgets specifying Revenue, Gross Profit, Efficiency and Productivity, Variable and Fixed expenses are achieved for the business resulting in increased profitability for the three departments;
  • Ensure expenses are within budget levels and have appropriate management controls in place to ensure that expenses are controlled in all areas;
  • Ensure all cash and monies collected are accurately recorded and secured,
  • Ensure the correct stocktaking and charging of materials onto service and panel jobs;
  • Ensure weekly cyclical stocktakes are performed accurately for WIP; and
  • Ensure daily, weekly and monthly targets are set for all departments and these are communicated to all staff members and monitored / tracked.

Business Processes:

  • Support and coordinate the CDEA / Kodawari and other TMC / TTC / TTSPH action plans;
  • Implement and ensure compliance with basic 5S principles and other best practice functions such as Fix it Right / Promised Time / Quality Gates etc;
  • Develop budget and purchase plan for all tooling and equipment for service and panel operations;
  • Ensure the workshop is adequately managed, with appropriate appointment management with the jobs being allocated through the Team Leaders to the technicians;
  • Ensure the CRM function is working effectively and calls are made accurately, capturing the voice of the customer and per target levels. Learnings and issues raised from the CRM calls are to be recorded and action plans put into place;
  • Ensure that all aspects of the business (Operations, Marketing, Accounting, Human Resources) are conducted in the most efficient and effective manner at all times in accordance with company policies and procedures and government regulations;

Learning & Growth:

Occupational Health & Safety

  • Promote good health and safety practices, follow and support the implementation of ANZEN requirements and advise staff on any health and safety matters to ensure a safe working environment.


  • Ensure that the training plan for the teams is progressing in line with TTSPH and Tonga Management expectations. Training plans for all staff members should be made;
  • Set annual PMS targets for Service / Panel staff member in line with the overall vision and objectives of the company; and
  • Ensure regular meetings are held with staff and coach / mentor them.

Customer Service:

  • Establish, maintain and build on key relationships with major customers including Government Ministers and Officials, Fleet Customers, authorities and executives to ensure their requirements are understood and met;
  • Ensure policies and procedures are in place and complied with to ensure all customers are treated with maximum respect, their needs fully understood and satisfied as much as possible; and
  • To respond in a timely and supportive manner to all requests received from fellow team member.  To maintain strong communication with all.

Competencies & Person Specifications

  • Strong leadership, administration and communication skills.
  • A hands on approach to management and staff development.
  • An understanding of the cultural sensitivity of the people, country and customers.
  • High levels of numeracy, strong analytical skills and the ability to problem solve.
  • Excellent interpersonal and communication skills


  • Toyota Experience or relevant Work experience within the automotive industry
  • Mechanical / Trade qualifications are beneficial


  • A minimum of ten years within the automotive industry and Service Management experience; and
  • Computer literacy with MS office suite skills and ERA automotive system.

Work Environment

  • Work is performed primarily in an office environment.
  • Working days are Monday-Friday and Saturdays are required depending on customer volumes and reporting requirements
  • Travel to Brisbane / Fiji may be required for meetings.