Workshop/ Service Manager - Trafford Park


Workshop/ Service Manager 

About the Role

We currently have an opportunity for an experienced professional and competent Service Manager to join our team at our Mercedes-Benz Dealership at Trafford Park.

You will be responsible for independently managing and developing a customer-oriented and profitable workshop, after-sales service and spare parts business. This includes, in particular, optimally utilising the market, a high level of customer satisfaction and high yields for the department, as well as planning, controlling and monitoring processes in customer services areas.

You should have extensive knowledge of business administration, experience of managing workshops and the spare parts business with an understanding of methods of quality assurance, staff selection, as well as HR development.

We are looking for someone with the ability to lead and motivate a team of technicians and customer service support advisors and possesses good organisational and time keeping skills. Strong communication is also a key requirement.

Experience working within in a main-dealer workshop with a good understanding of the technical requirements needed to manage a team of technicians to deliver high standards of workmanship

It is essential that you have a valid driving licence which is free from excessive penalties.

Role responsibilities:

  • Defining market targets for workshops and the spare parts business within the framework of performance targets defined by Mercedes-Benz UK and, together with the company management, drawing up a corresponding annual plan
  • Compiling and maintaining a resource plan for the workshop and warehouse and developing concepts and measures for load optimisation
  • Ensuring planning for facilities, bays, machines, tools, diagnosis installations, etc. is carried out correctly; optimal design of workplaces and processes
  • Regularly reviewing prices for workshop services and, after prior agreement with the company management, adapting them to suit the market
  • Planning and controlling Service advertising, customer loyalty activities, customer surveys and other measures for monitoring customer satisfaction
  • Involvement in determining the communication budget
  • Monitoring the regional market with respect to new competitors
  • Carrying out analyses of the competition/benchmarking in Services
  • Determining HR requirements for workshops and spare parts business
  • Employing new staff and developing an induction plan
  • Managing, coaching and motivating employees and thus ensuring a high quality of employees
  • Defining target agreements with employees and reviewing the level of target achievement
  • Together with employees, establishing personal development goals and agreeing means of achieving these
  • Fostering team development
  • Controlling cost management for own department
  • Monitoring and optimising productivity and performance of employees
  • Looking after customers dissatisfied with workshop services and those with difficult complaints
  • Ensuring mobility of customers insofar as necessary
  • Making decisions within the scope of own competence regarding granting of accommodating terms, or making preparations so that the company management can make decisions
  • Ensuring efficiency of use of HR and efficiency of processes in workshop and warehouse
  • Ensuring job time planning and task allocation for workshop and warehouse is carried out correctly
  • Ensuring pre-determined job times are adhered to
  • Ensuring all required technical test equipment and tools are available and ready for use
  • Guaranteeing cleanliness and orderliness of workshops
  • Monitoring compliance with all statutory regulations
  • Ensuring quality control of all completed tasks
  • Ensuring vehicles are handed over in a customer-oriented manner
  • Ensuring customers and mechanics have quick access to spare parts and accessories from warehouse
  • Ensuring customers and mechanics have access to advice on identifying which spare parts and accessories they require
  • Ensuring service and invoicing regarding spare parts is carried out in a customer-oriented manner
  • Ensuring permanent availability or sourcing at short notice of spare parts and accessories
  • Organising incoming lot control in spare parts warehouse
  • Ensuring defective spare parts from complaints and warranty claims are returned correctly
  • Monitoring inventory documentation and controlling inventory optimisation
  • hen requested by Sales, ensuring technical appraisal of used vehicles is carried out and results passed to Sales
  • Ensuring regular reporting for company management
  • Ensuring the service literature, product brochures as well as process documentation and the required software is up to date, complete and available
  • Ensuring information from headquarters is followed up, archived and made available to others
  • Monitoring reports in the media on the Mercedes-Benz brand and on competitors’ products
  • Actively passing on relevant information to employees
  • Calling on and leading circle of those involved in quality management to discuss and improve processes and steps
  • Monitoring Mercedes-Benz quality and service standards to ensure these are being met
  • Ensuring all customers to the Service department are approached
  • Ensuring customers’ wishes are dealt with and followed up
  • Ensuring customers are looked after following a visit to the Service department
  • Setting an example in terms of friendliness and style of dealing with customers
  • Arranging for complaints to be registered /registering complaints and ensuring communication with customers is dealt with correctly
  • Identifying reasons for customer dissatisfaction
  • Developing measures for ensuring and increasing customer satisfaction

Your core hours would be Monday to Friday, but you will be expected to work flexibly with the demands of the role. Salary is negotiable, dependent on experience. We offer more than a job, when you join us you are placed on a career path with a clear pay structure linked to your Qualifications through the Mercedes Benz Technical Training Pathway linked to a Personal Development Plan.

You will be given 30 paid day’s holiday per year (including bank holidays) plus extra days issued at your 5 and 10 yr points to reward your loyalty and long service plus pension and other benefits.