The workshop Manager is responsible for managing the day-to-day operations of the Service Department, ensuring the highest level of customer satisfaction.

Duties and Responsibilities

To ensure that all concerns brought forward through the relevant customer complaint channels are addressed in a timely and satisfactory way.

 To ensure that technician tools, special tools and other associated workshop equipment are checked, maintained, monitored, and recorded on a regular basis.

 To ensure strict adherence to Franchise Standards and maintaining up to date knowledge on all new vehicle model features and latest vehicle technology.

 To keep updated on the latest automotive market situation, competitor pricing and marketing strategies to devise a sales and marketing strategy aimed at increasing the business of the Service Department.

 To ensure that repairs estimate, and invoices are accurate and in line with Franchise standards.

 To plan, monitor and manage the leave of all employees within the department.

 To attend meetings with the Franchise Representatives and co-operate in the Quality Audits to ensure that Franchise Standards are strictly adhered to always.

 The list of main duties and responsibilities in this accountability profile is not necessarily exhaustive nor is it necessarily in order of importance; nor is any of this accountability profile permanent and/or immutable.

Knowledge

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

 English and Maltese Language — Knowledge of the structure and content of the English and Maltese language including the meaning and spelling of words, rules of composition, and grammar.

 Mechanical — Basic knowledge on vehicles and parts

Administration and Management — Knowledge of business and management principles involved in strategic planning, resource

Skills

Active Listening

Speaking

Reading Comprehension

Service Orientation

Management of Personnel Resources

Qualifications & Experience

A minimum of 3 years of proven experience in a customer service position.

Proficiency in Microsoft Office and customer service software.

Good understanding of management practices and techniques