The responsibilities of a Service Manager include the following tasks:

• Drive the achievement of productivity, efficiency, and customer service level index goals and objectives.
• Manage a profitable workshop against budget, including analyzing workshop performance data e.g. productivity of technical staff, labour rates, the efficiency of the workshop, expense monitoring, and control, etc.
• Manage escalated workshop (technical) problems accordingly, including:
• Escalation of technical/product-related issues to BMW SA.
• Ensuring continuous support and guidance to technical staff throughout technical problem-solving stages.
• Ensuring future corrective action plans to address various technical problems are implemented.
• Ensure accurate workshop capacity planning according to productive and available staff is done.
• Control (WIP) work in progress on all vehicles in the workshop daily to maintain an acceptable level and manage end-to-end throughput, maintaining awareness of the status of all vehicles.
• Achieve industry-leading standards of customer care, process efficiency, and cost control.
• Exceed all targets and labour sales objectives through efficient workshop operations management.
• Ensure efficient equipment and asset control, and administration processes.
• Ensure the highest level of customer satisfaction, service level achievement, and customer retention.
• Responsible for the annual budget of the Service Department.
• Manage risk (financial and non–financial) within the department.
• Ensure compliance with OEM and business policies and processes, as well as adherence to relevant workshop operating procedures and practices.
• Maintain good housekeeping within the department, including ensuring compliance with BMW SA’s CI guidelines within the department.
• Manage and improve environmental, health, and safety standards.
• Conduct departmental meetings and general aftersales meetings to ensure effective communication.
• Manage the training of all service staff.
• Lead, manage, attract, retain, appraise and develop staff.

Minimum Qualifications and Experience needed:

• Senior Certificate (Grade 12) or equivalent NQF 4 qualification.
• 5+years’ Experience as a Service Manager
• Recognised Management Diploma or Certificate – an advantage.
• Qualified Motor Technician – Mandatory.

Other:

• Valid, unendorsed driver’s license and the ability to competently and legitimately drive.
• Computer literate
• An effective understanding of financial principles, including budgeting and forecasting.
• An effective understanding of relevant technology and systems.
• An effective understanding of the Environmental and Occupational Health & Safety Acts