Department: Aftersales Service
Reports To: General Manager

As the Technical Manager, you are responsible for overseeing the overall aftersales technical support function  & inventory management to ensure customer satisfaction, effective resolution of technical issues, and operational efficiency. The role involves managing the technical support team, implementing aftersales strategies, and ensuring that service delivery meets company standards and customer expectations.

Main Duties and Responsibilities

1. Technical Operations Management

• Oversee all technical operations, including maintenance and repair, electrical and diagnostics, body and painting, vehicle upgrading, and auto clinic services.

• Ensure all services meet company quality standards and industry regulations.

• Develop and implement standard operating procedures (SOPs) to enhance service efficiency and effectiveness.

• Regularly inspect tools, equipment, and facilities to ensure they are in good working condition and meet safety standards.

2. Team Leadership and Supervision

• Lead, mentor, and manage a team of technicians, electricians, painters, and other technical staff.

• Conduct regular team meetings to review performance, discuss challenges, and outline goals.

• Develop training programs to enhance team skills in new automotive technologies and repair techniques.

• Foster a positive work environment that encourages teamwork, accountability, and professional growth.

3. Customer Service Excellence

• Collaborate with the customer service team to ensure client satisfaction by delivering timely and high-quality services.

• Handle escalated customer complaints and provide technical insights to resolve issues.

• Advise clients on vehicle maintenance and repair options, including cost-effective and environmentally friendly solutions.

4. Diagnostics and Problem-Solving

• Provide technical expertise in diagnosing complex vehicle problems.

• Support the team in troubleshooting and resolving challenging automotive issues.

• Stay updated on the latest diagnostic tools and technologies to improve service accuracy.

5. Financial and Budget Management

• Prepare and manage the technical department's budget, ensuring optimal allocation of resources.

• Monitor costs of operations, including spare parts, equipment, and labor, to maintain profitability.

• Evaluate and approve purchase requests for tools, equipment, and supplies necessary for operations.

6. Quality Assurance and Compliance

• Develop quality assurance programs to maintain service consistency and reliability.

• Ensure compliance with environmental, health, and safety regulations in all technical operations.

• Implement measures to reduce waste and promote sustainable practices within the technical department.

7. Strategic Planning and Innovation

• Identify opportunities for service improvement and expansion, such as introducing new vehicle technologies or upgrading existing systems.

• Work closely with senior management to align technical operations with company goals and market trends.

• Drive innovation by researching and recommending the adoption of cutting-edge automotive tools and practices.

8. Reporting and Documentation

• Maintain detailed records of all technical operations, including service reports, inventory logs, and employee performance data.

• Prepare and present monthly performance reports to senior management.

• Ensure proper documentation of safety protocols and compliance measures.

9. Vendor and Supplier Relations

• Establish and maintain relationships with suppliers and vendors for spare parts, tools, and equipment.

• Negotiate contracts to secure cost-effective and high-quality resources.

• Monitor supplier performance and resolve any issues related to delivery or quality.

10. Emergency and Crisis Management

• Coordinate rapid response plans for unexpected technical challenges, such as equipment failure or customer emergencies.

• Ensure staff is trained to handle emergencies and minimize service disruptions.

• Act as the key point of contact for resolving critical technical issues.

Detailed Duties and Responsibilities

1. Leadership and Team Management

• Supervise and Manage Team: Oversee service advisors, technicians, and customer service representatives to ensure smooth operations.

• Staff Training and Development: Organize regular training programs to update staff on new automotive technologies and customer service techniques.

• Performance Monitoring: Set key performance indicators (KPIs) and conduct performance reviews for team members.

• Conflict Resolution: Address internal team conflicts and provide solutions to maintain a harmonious workplace.

2. Customer Service Excellence

• Customer Relationship Management: Build and maintain strong relationships with customers, ensuring high satisfaction and loyalty.

• Complaint Handling: Resolve customer complaints promptly and professionally, turning negative experiences into positive outcomes.

• Service Follow-Up: Implement follow-up mechanisms to ensure customer satisfaction after service completion.

• Feedback Utilization: Gather and analyze customer feedback to improve service quality and address recurring issues.

3. Operational Management

• Workflow Optimization: Oversee scheduling and workflow to ensure efficient service operations and minimal downtime.

• Quality Control: Inspect completed repairs and maintenance jobs to ensure compliance with company standards and customer expectations.

• Inventory Management: Monitor parts inventory to prevent shortages and overstocking, coordinating with suppliers as needed.

• Equipment Maintenance: Ensure all tools and machinery are maintained and calibrated for optimal performance.

4. Financial Oversight

• Revenue Generation: Develop strategies to maximize revenue through upselling, cross-selling, and promotions.

• Cost Management: Control operational costs by managing resource utilization and minimizing waste.

• Budgeting and Forecasting: Prepare and manage budgets for the service center, forecasting expenses and revenue trends.

• Performance Reporting: Generate detailed financial and operational reports for senior management.

5. Compliance and Safety

• Regulatory Compliance: Ensure adherence to local and national automotive service regulations, including environmental and safety standards.

• Safety Procedures: Implement and enforce safety protocols to protect employees and customers.

• Documentation: Maintain accurate records of service jobs, customer interactions, and compliance certifications.

6. Marketing and Customer Retention

• Promotion Planning: Collaborate with the marketing team to create campaigns promoting aftersales services.

• Loyalty Programs: Develop and manage customer retention initiatives such as loyalty rewards and discounts for repeat customers.

• Event Participation: Represent the service center at community and industry events to promote brand visibility.

7. Strategic Planning and Innovation

• Process Improvement: Continuously analyze and refine service center processes to enhance efficiency and customer satisfaction.

• Adoption of Technology: Implement the latest automotive diagnostic tools and software to streamline operations.

• Market Trend Analysis: Stay updated on industry trends and adapt strategies to maintain competitiveness.

• Collaboration: Work closely with sales and technical departments to align objectives and improve customer lifecycle management.

8. Crisis Management

• Issue Resolution: Take decisive action during emergencies, such as equipment failure or unexpected staff shortages.

• Risk Mitigation: Develop contingency plans to address potential operational challenges.

How To Apply

Send your CV, Supporting documents and Cover letter to Hr@speedmetertrading.com or generalmanager@speedmetertrading.com

Job Requirements Education Background in a related field of study with relevant work experience Duties and Responsibilities: - Supervise and Manage Team: Oversee service advisors, technicians, and customer service representatives to ensure smooth operations. - Staff Training and Development: Organize regular training programs to update staff on new automotive technologies and customer service techniques. - Performance Monitoring: Set key performance indicators (KPIs) and conduct performance reviews for team members. How to Apply Submit your application, updated CV and supporting credentials via email: Hr@speedmetertrading.com or generalmanager@speedmetertrading.com