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 Zsofia on [email protected] to discuss further.