Associate Service Manager at Frank Management Consult Ltd

Duties & Responsibilities

• To always ensure excellent customer service delivery at all branches, by the team of regional technicians and the company Repairer network.
• Define key initiatives to improve market penetration for spare part sales and service delivery in as part of the company annual commercial plans.
• To implement the annual plans in order to achieve set targets for service delivery and to monitor and report on progress monthly.
• Continuously drive ISO 9001:2015 integration and various continuous improvement programs to increase efficiency in sales and after sales activities and with the final objective of improving customer satisfaction and securing future growth of the business.
• Manage the Repairer network and ensure contribution to business is as per the plan.
• To ensure operational excellence and efficiency in the operations of the Service department.
• To drive the improvement in product quality through the interface of the quality meeting.
• To have and maintain a network of local suppliers of parts.
• To manage all After Sales Service KPIs (cost, first time fix, call turnaround time, productivity output and efficiency ratio per employee) to achieve maximum efficiency.
• Warranty case approval and management.
• To ensure proper repair order flow, including warranty requirements.
• Ensure availability of all official Service related documentation, both for internal and external communications.
• To work with the Supply Chain department as appropriate to manage stock levels of Service parts as well as the procurement of workshop equipment.
• To obtain competitive bids on all tools, equipment, and supplies for cost optimization.
• To monitor the team to ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly.
• Oversee management of the department training calendar for Staff, Customers, and Repairers.
• Monitor the After Sales industry to identify changes in market trends and adjust accordingly.
• Ensure that the workshop software Is fully used in all processes.
• Be able to collect, interpret and present data to commercial management for decision making.

Leadership

• Lead the team in a hands-on manner to ensure that customer issues are resolved in a transparent and efficient manner, informing necessary stakeholders of any issues while working diligently to solve problems.
• Promote transparency within the Service team to increase awareness of improvement areas (both product and service related) and in support of professional work ethics.
• Drive continuous improvement within the after sales organization through ISO 9001:2015 compliance and the use of Kaizen, 6 Sigma and or 3S
• Address customers with serious complaints personally, with a professionalism and transparency to ensure resolutions are found that lead to customer satisfaction.
• Develop and submit annual budget plans based on sales projections and projected financial results to ensure company objectives.
• Manage and take responsibility for team expenses and revenue generation.
• Ensure timely, comprehensive, and accurate operational and financial reporting to line manager.
• Oversee the interviewing, hiring, and training of new employees to ensure qualified personnel are recruited.
• Coordinating performance management for the department to ensure high performance and retention of staff.

Key Internal & External Relationships

• Collaborate with key stakeholders in the Development and Engineering department in Kenya and the Netherlands to define the optimal Service, and Maintenance procedures.
• Collaborate closely with Supply chain and Finance to guarantee smooth operations and the gathering of key business insights.
• Collaborate with key stakeholders for planning of new service partners launches and service clinics.
• Actively maintain good relationship with existing aftersales partners in Kenya and East Africa

Desired Skills & Qualifications

• Bachelor’s degree in Engineering or related fields. Certificate or diploma in business or management are considered good additions to the Bachelor’s Degree. Master’s Degree is considered to be of strong added value. All must be from reputable institutions.
• 7-year strong track record in automotive/motorcycle after sales service industry with 3 years in supervisory position, all at reputable organizations.
• 3-year stakeholder and relationship management as well as professional written and verbal communications experience, internally with all levels in an organization and externally.
• 3 years or more experience in working with ISO 9001:2015
• 3 years or more experience in working with Kaizen, 6 Sigma and or 3S
• T skills-adept at utilizing workshop software, ERP and CRM systems.
• Knowledge, specifically needed for the position
• Knowledge of Mechanical Engineering, preferably automotive option.
• Knowledge of parts sales & distribution management.
• Knowledge of service management, preferably two-wheeler.
• Knowledge of budgeting and forecasting.
• Knowledge of accounting and cost management.
• Knowledge of professional standards like ISO and OSHA