Workshop Controller

Salary: Negotiable

Motor Mall is seeking an experienced workshop controller to lead a team of technicians.

Reporting To Service Manager / Operations Manager

Objectives

• Ensure efficient workshop use of materials, equipment and labour so service and repairs are carried out to the highest quality standards
• Achieve the highest level of customer satisfaction and retain existing custom through the workshop
• Improve the future labour levels by consulting and co-operating with after-sales reception staff and the Service Manager/Operations Manager
• Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines
• Help Retailer to achieve industry-leading standards of process efficiency and cost control

Measures

• Labour sales to achieve budget
• Margins to achieve budget
• Cost control
• VQM / Retailer audit against standards and guidelines
• Customer satisfaction
• CEM
• Image builder
• Recorded service experience
• Retention (repeat purchase)

Key Tasks Objective: Ensure efficient workshop use of materials, equipment and labour so service and repairs are carried out to the highest quality standards

• Monitor progress of jobs in the workshop and advise service reception of any delays or issues
• Control wastage of consumable materials (including appropriate measures to prevent the theft of oil and other sundry items)
• Ensure jobs are fairly allocated to technicians and mechanics and that there are adequate staffing levels to achieve workshop objectives
• Ensure maximum use of equipment and labour to achieve high productivity output
• Develop strategies to improve productivity in accordance with growth plan

Objective: Achieve the highest level of customer satisfaction and retain existing custom through the workshop

• Maintain a clean, well-decorated and tidy workshop to achieve the highest standards of workshop presentation
• Receive and assist all customers courteously and promptly
• Handle dissatisfied customers calmly, resolve complaints with sensitivity and involve others when necessary
• Work closely with service department personnel to achieve the highest levels of customer satisfaction
• Endeavour to enhance facilities, improve technical skills and achieve high standards of workmanship

Objective: Improve the future labour levels by consulting and co-operating with aftersales reception staff and the Service Manager/Operations Manager

• Assist the Service Manager/Operations Manager to ensure optimum staff performance and efficiency is achieved at all times through the correct recruitment, assessment and training of all workshop personnel
• Establish the training and development needs of workshop personnel with the Service Manager/Operations Manager
• Assist the Service Manager/Operations Manager in the preparation and administration of Performance Development Reviews with all workshop personnel. Communicate job expectations and provide regular feedback of the teams’ performance.
• Maintain effective liaison with other departmental managers

Objective: Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines

• Circulate new and updated technical material, literature for new vehicles and revised workshop techniques
• Ensure customers are protected from any possible dangers or hazards in the workshop area and their property is secure whilst on company premises
• Monitor and check the safety of equipment and materials. All used parts should be removed from the workshop
• Follow minimum operating standards and regularly check compliance. Ensure the workshop and equipment comply with all Health & Safety, recycling and environmental regulations
• Maintain direct contact with suppliers, and statutory representatives

Core skills required

• Ability to speak and understand English
• CV Required
• Driving Licence
• References

If you want to hear more about the Workshop Controller role at Van Mossel MotorMall please fill in the form below and upload you CV or contact us at [email protected] to discuss further.