Service Manager

Location : Bukit Tengah 

 

Responsibilities:

A) Management

  1. Monitor the day to day after sales operations to ensure that all staff follows the procedures laid down by the vehicle manufacturer (like Workshop Process Consulting / sending technical info, feedback etc)
  2. To constantly monitor the operation to ensure that the Standard Operating Procedures (SOP), WPC and audit requirements are followed and ensure corrective actions are initiated wherever required proactively
  3. To monitor the spare parts operation closely to ensure that targeted First Time Supply Rate to workshop is achieved and obsolete stocks / non-moving stocks are minimized
  4. Closely monitor throughput and after sales revenue on a daily basis and to take corrective actions wherever necessary to achieve the targeted after sales financials
  5. To ensure that all company policies are followed by all staff fully and initiated corrective actions whenever required
  6. To monitor the spare parts operation closely to ensure that targeted First Time Supply Rate to workshop is achieved and obsolete stocks / non-moving stocks are minimized
  7. To maintain good business relationship with vehicle manufacturer
  8. To ensure proper coordination between other departments (finance/ sales / HR etc) for smooth running of after sales operations

 

B) Customer Service

  1. To address all customer complaints / disputes in a timely manner by exploring ways to resolve the issues amicably, and to escalate the issues in a timely manner to higher management when required
  2. To seek ways to conduct SFU according to SOP, and constantly improve the services rendered to customers so that the targeted CSI score is achieved

 

C) Improvement

  1. To proactively seek ways to improve the business (like liaising with fleet / corporate customers, initiate actions to bring back lost customers and retain existing customers etc)
  2. To identify training needs of all staff and ensure proper training is given to improve operational efficiency
  3. To keep the after sales team constantly motivated so that a conductive working atmosphere is ensured / maintained

 

D) General Administration

  1. Perform any additional tasks as and when required by the management

 

Requirements;

  1. Candidate must possess at least a Diploma or Bachelor Degree in related field qualification
  2. At least 2 year(s) of working experience in management roles is required for this position.
  3. Good command of written and spoken English & Bahasa Melayu
  4. Must has supervisory / leadership skills, meticulous and attention to details
  5. Computer literate and well versed in Microsoft Office applications

 

Please apply with latest resume to hrrecruitment@ccb.com.my