Job Title: Team Leader Technician

Job Description:

Supervise service floor operations in the Center in terms of facility, manpower and service marketing to achieve targets in areas of customer satisfaction, customer retention, gross service sales and net profit by adhering to the company mission, vision and values and applying the operating standard procedures.

Responsibilities:

Assist the Service Manager or Workshop Manager in the center’s achievement of quality vehicle repairs, man-hour sales, CSI and increase customer retention through efficient distribution plans for the service operations, effective after sales marketing campaign and high operation productivity. Delivers the assigned service team accomplishment through proper manpower distribution, providing skills training and periodic performance evaluation to motivate service team to achieve peak productivity in a performance driven learning culture. Assist assigned service team to achieve pre-determine center operational targets by defining and preparing business plans to meet operation targets determined by the Center Management. Assist the Service Manager or the Workshop Manager in the identification of the assigned service operations’ manpower requirement and ensure that required number of qualified staff are placed and hired in the service operations to meet company productivity standards. Monitor and coordinate the over-all performance of the service teams to ensure that the centre business performances are met by taking corrective action in conjunction with the Center after sales management, whenever required. Assists Technician in solving high-technical problems by conducting Diagnostic test and examination to ensure that the appropriate repair is done and avoids unnecessary replacement of spare parts. Ensures that repairs are done as per customer’s request through proper job assignment according to the technician’s skill and expertise within the promised delivery time and estimated cost to meet the customer satisfaction. Supervise the assigned after sales activities to monitor all activities are carried out as per the company’s policies and procedures through effective communication and monitoring. Coordinates with the Service Advisor through proper job assignments, preliminary diagnostic procedures and final inspection of the car to ensure that satisfactory repairs are done as per the customers’ demands. Make orders and follows-up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish the repairs and timely delivery of the car to the customer. Analyses the technical information and service bulletins and disseminate the same to the assigned service team through regular meetings in order to enhance technical skills of the team members. Supervises the daily functional and operational activities of the assigned service team through regular discussions and updates with the assigned service team to achieve smooth after sales business operations. Monitor the assigned service team’s achievements by assisting center after sales marketing campaigns, promoting center new ideas as well as adjustment to business strategies to achieve set center targets. Monitor the utilization of all the service facilities, tools and equipment to ensure that all areas in the Service Center are operating in accordance to the policies related to safety, welfare, integrity and branding image of the company. Monitors the Job Controller in entering correct data (operation number), recording the repairs carried out and updating status of vehicle delivery through supervision of the results of Computerized Time Control Sheets for use in the productivity (man-hour) analyses. Analyses Back-Job and Parts Non-Availability Procedures to ensure that service operation standards are met through proper investigation of repairs. Assist the Workshop Manager in conducting trade tests to Technicians for local recruitment through in-house on-job-training to increase manpower requirement. Carries out supervisory functions to the assigned service team like Technicians’ training, workloads assignment and output appraisal, addressing complaints and resolving problems through an effective feedback mechanism as per the pre-determined company procedures to motivate service team members and increasing team’s morale. Maintains high standard of premise cleanliness through tidy housekeeping and proper disposal of unwanted materials to eliminate near miss accidents and injuries. Assist the Service Manager or the Workshop Manager in improving customer confidence and satisfaction by following stipulated service operation standard in order to improve customer retention.

Qualifications:

English Language Minimum: Bachelor's Degree or Equivalent Minimum 4–7 years experience in Service area Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment. Excellent verbal and written communication skills, with the ability to effectively communicate with individuals at all levels of the organization. Strong attention to detail and accuracy in all aspects of work, including document preparation and data management.