Assistant Service Manager
The Assistant Service Manager is a member of the Service Team who reports to the Service Manager. They serve as the primary contact for customers seeking advice, servicing, and repairs for their vehicles. Additionally, they manage communication flow between the workshop and customers, ensuring excellent customer satisfaction at all times.
Our focus is on delivering exceptional customer experience, which is central to our business. We strive to maintain this level of service for both internal and external customers.
Responsibilities
1. Maintain and improve department performance using the EVHC system, focusing on red and amber work percentages to meet group targets.
2. Follow procedures for customer satisfaction and complaints handling as defined within your dealership.
3. Ensure customers are informed about all available products and services.
4. Document and maintain customer records and follow-up systems.
5. Provide estimates and notify customers promptly when work is completed.
6. Receive customers courteously and promptly.
7. Respond immediately to all customer inquiries, whether in person or via phone.
8. Handle dissatisfied customers calmly, resolve complaints sensitively, and involve others when necessary.
9. Safeguard and protect customers' vehicles and contents during servicing or repairs, ensuring proper vehicle protection.
10. Follow company procedures to pursue profitability in financial transactions.
11. Handle all cash, cheques, and credit card payments according to company policy.
12. Accurately invoice and cost warranty and goodwill submissions.
13. Prepare and present accurate invoices promptly and secure payment per procedures.
14. Ensure all work is completed as detailed and charged accordingly.
15. Communicate effectively with colleagues and team members.
16. Develop and maintain good relationships with dealership personnel and workshop staff.
17. Adhere to good practices, legal standards, and company policies and procedures.
18. Maintain a professional image and appearance, portraying a positive attitude.
19. Ensure the smooth operation of the service facility profitably and professionally.
20. Monitor workshop job progress and inform service reception of delays or issues.
21. Perform service operations following Toyota and Lexus policies.
22. Provide guidance on mechanical and diagnostic queries as requested.
23. Ensure service documentation is complete, including work orders, repairs, parts, and labor details.
24. Ensure vehicles are washed and vacuumed before return, issue loan cars with correct paperwork.
25. Administer warranty and goodwill policies effectively, following Toyota and Lexus UK procedures.
26. Document warranty work accurately, ensuring customer acknowledgment.
27. Follow warranty procedures for new and used vehicles, including defect and quality control reports.
28. Advise staff on warranty and goodwill matters.
29. Plan and organize work effectively to meet deadlines.
30. Comply with group policies and regulations.
31. Demonstrate good listening skills, quick information assimilation, and responsiveness.
32. Maintain a strong work ethic, adaptability, and attention to detail.
33. Work efficiently under tight deadlines and adapt positively to organizational changes.
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