Service Team Leader

October 3, 2023
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Job Description

The Team Leader is responsible to do the job right the first time by carrying out periodic maintenance service and general repairs with minimal to zero comebacks (Fix it right is followed). The Team Leader also acts as a backup Service Advisor. To assist Technicians with a diagnosis of difficult repairs and maintain zero comebacks by conducting final quality inspections and instructing technicians on self-check procedures during job process. To allocate work to the technicians to ensure they are productive and working effectively.

Major Accountabilities

Finance:

  • Support the Service Manager to achieve department financial KPIs and business objectives. This is to be achieved through working diligently on assigned work to achieve high productivity and efficiency;
  • To be responsible to collect Full Payment on all retail transactions performed prior to the release of goods;
  • To maintain Company assets and equipment in good working condition;
  • Ensure security is maintained at the highest level of all workshop assets such as tooling & equipment, lubricant & material stock; and
  • Service/Parts Department Synchronization. Continuous support to increase genuine part sales opportunities within the service operation.

Business Processes:

  • Do the job right the first time: Fix-It-Right;
  • Use all protective equipment to maintain the cleanliness and protection of the customer’s vehicle (Seat Covers, Floor Mats, and Guard Covers);
  • Ensure all customers’ requests on the repair order are completed to a high-quality standard;
  • Lead and motivate to maximise the efficiency of all Technicians on a daily basis. Assist Technicians with diagnosis of difficult repairs;
  • Escalate and problems or issued faced within the fixing of the vehicle to the Foreperson / Manager and provide any recommendations for additional work quickly and accurately.
  • Carry out the inspection of all work completed;
  • Clock-on daily to personal time card upon arrival and off upon departure;
  • Maintain accurate daily clocking practices by clocking on and off every repair order, including changing of jobs (if several operation codes) on the R/O;
  • Write down clear accurate account of all work performed onto the repair order and report all parts, oils and materials used;
  • Ensure basic control processes such as walk around check on vehicle acceptance and Quality Gates form is filled with all relevant information;
  • Conduct and contribute to the regular Technician meetings and discuss good and poor performance.
  • Keep work area clean and tidy at all times;
  • Maximise the sale of all available technician hours on a daily basis, manage the Job Control board;
  • Monitor work in progress and keep Customers informed of changes to cost or completion times at all times;
  • Increase CPU (Customer Paid Unit) by maintaining preventative and required maintenance reporting is communicated and sold to the Customer at every opportunity available;
  • No show rate. Daily follow up with Customers who have not shown up for appointments;
  • Pass on any feedback/comments as to the Service operation received from customers to the CRM officer / National Fixed Operations Manager / Service Manager / CEO.

Learning & Growth:

Occupational Health & Safety

  • Promote good health and safety practices, follow and support the implementation of ANZEN requirements to ensure a safe working environment;
  • Ensure protective equipment is worn at all times and if there is a lack of such protective equipment, to raise this to the Service Manager quickly; and
  • Ensure ongoing 5S activity is supported and standards maintained in the service department at all times;

Staff

  • Attend learning and development training modules and programs as instructed by the Service Manager (On the Job training, Toyota Technician / Pro Technician Training / Diagnosis Tech modules and DMT training);
  • Inquire and discuss on a weekly basis the targets for the week (RO Closing, WIP, Productivity, Efficiency, Sales);
  • Attend and contribute to regular weekly meetings with the Foreperson and Service Manager;
  • Obtain and hold TSA21 certification each year; and
  • Understand customer’s needs and communicate these to the service workshop operation to improve fix it right the first time activity.

Customer Service:

  • To always ensure total Customer Satisfaction.
  • Treat all customer’s vehicles and belongings with care;
  • Contribute to total customer satisfaction by carrying out of all services and repairs allocated on a daily basis. Fix-It-Right;
  • Treat other technical staff, administration and management with respect and communicate any issues; also
  • To always ensure the Voice of Customer is accurately recorded onto the R/O and any additional feedback to the CEO / Service Manager / Fixed Operations Manager;
  • Develop a strong team spirit within the business and ensure there are effective lines of communication across the operation and that regular management meetings are held at all levels;
  • Actively promote the services and benefits of the dealerships service, panel and parts departments to all customers; and
  • In union with the Service / Fixed Operations Manager, provide immediate resolutions to all service department related customer complaints.

Competencies & Person Specifications

  • A driven self-starter that works as part of the team;
  • Punctual with attendance;
  • Able to understand and carry out directions as instructed;
  • Experience with necessary aspects of vehicle mechanisms and systems: (i.e. Engine, drive train and chassis);
  • Commitment to Customer Care and Retention;
  • Good Customer Service and communication skills;
  • Can do attitude to selling goods and services;
  • Possess effective organizational and telephone skills; and
  • Good quality analytical and negotiation skills.

Education/Qualifications

  • Experienced – Qualified Automotive Technician or relative automotive certificate from a training institute;
  • Strong customer care skills.

Experience

  • Experienced – Minimum of 5 years practical experience; Computer literacy with MS Office suite and ERA automotive system.

Work Environment

  • Work is performed in a workshop environment; and
  • Some travel is required on occasions to Fiji or Australia for technical training, as and when selected for training by Management.