As the Workshop Controller, you are fully responsible for planning, controlling and delivering overall workshop performance, effectively managing, leading and organising the workshop team and identify training needs.
* You are the professional interface between the workshop and the Customer Executive, having a significant impact on customer satisfaction and making a key contribution to the success of the aftersales operation.
* Ensuring all Mercedes-Benz UK and MTV standards are met and legal regulations on labour, H&S, quality and environmental protection complied with.
* To positively represent the company and the Brand both internally and externally.
* Manage and develop staff, ensuring the team is motivated for optimum productivity and performance
* Ensure job time planning and task allocation for workshop is carried out correctly and pre-determined job times are adhered to
* Highlight and review Vehicle Off Road cases to minimise downtime
* Monitor repair status and if any work is identified that may fall outside completion schedule or additional authority is required liaise with Customer Exec to make sure customer is advised
* Accept repair orders, review and organise work so all resources are fully utilised. Allocate to appropriate skill level and explain customer specific requirements and completion deadline
* Adhere to pre-authorised and agreed prices for workshop services
* Handover all necessary documentation to allow Customer Exec to explain works completed
* Fully accountable for managing and updating EWIP, taking corrective measures and actions in a timely manner, in conjunction with Kerridge WIP
* Ensure Truckfile sign-off within 1 working day to meet compliance requirements
* Adjust resource planning in the Dealer Management System to ensure additional hours are assigned
* Liaise and support the Parts Department to ensure the correct parts and quantities required are ordered and available before consumables run out
* Plan and manage staff holidays and absence, to ensure operational hours are fully covered and minimize disruption to the business
* Work with customers and those with difficult complaints to resolve issues swiftly and to the benefit of all parties
* Ensure company HR policies are applied correctly, fairly and consistently and that conduct/performance issues are dealt with without undue delay
* Responsible for all aspects of Health & Safety on site, ensuring appropriate use of PPE at all times.
* Ensuring all required technical test equipment and tools are available and ready for use
* Ensure workshop facility is maintained to a high standard and repairs are initiated in a timely manner
* Ensuring quality control of all compteted tasks
* Set a professional example at all times when dealing with customers and colleagues
* Respond promptly and efficiently to all managerial requests
* Complete admin tasks and management reporting to a high standard within agreed timeframes
Required Knowledge, Skills & Experience
* Technical and administrative knowledge, has experience of workshops and understands the connection between quality, customer satisfaction and business success
* Create a good working atmosphere, enthuses and motivates their team
* Recognise their own personal development needs, allow others to express an opinion and feedback, and take constructive criticism seriously
* Able to reach target agreements with employees and to monitor the level of target achievement
* Understands the needs of the customer and knows how to meet their expectations
* Managing & Leadership - Motivate and organise a strong team with a shared goal, based on trust and respect
* Results Orientation - Identify actions necessary to complete tasks, meet the needs of our customers
* Problem Solving - Think creatively to overcome obstacles, deliver solutions that benefit the customer and the business
* Interpersonal & Communication - Interact with others in a fair, positive and professional manner and communicate complex technical matters clearly in a customer focused way.
* Quality Focused – Ensure a high-quality service at all times and embed a ‘right first time’ culture
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