Job description:
Job Title: Assistant Service Manager.
Company: SAS- Toyota Dealer.
Location: Erbil.
Overall Objective of the Job:
The Assistant Service Manager will provide essential support to the service manager in overseeing the daily operations of the service department in the branch and will assist in managing daily operations, coordinating service activities, and ensuring the delivery of exceptional customer service in the service center.
Tasks and Responsibilities:
- Participates in establishing the Service Department's long- and short-term objectives, cascading them at the branch level, and communicating them to subordinates, ensuring high-quality achievement of goals in a cost-effective and timely manner.
- Supervises the activities of subordinates to ensure their effectiveness and compliance with the Company's approved policies and procedures.
- Selects, trains, motivates, evaluates, and develops branch service personnel to ensure the achievement of SAS objectives.
- Keeps abreast of developments and new technologies, adopting best international practices in the workplace.
- Manages service operations performance, including reception and customer handling, completing necessary procedures for vehicle entrance, and establishing proper maintenance schedules.
- Approves vehicle maintenance requirements after reviewing and analyzing detailed maintenance reports.
- Ensures the service team within the branch follows up with customers to update them on any progress or delays.
- Ensures all information regarding service functions within the branch is well-documented and filed, relevant reports are issued on time, and any deviations are reported with corrective action taken.
- Conducts at least one random car inspection and road test per week to ensure high levels of quality are maintained.
- Manages the workshop/body shop within the branch, ensuring compliance with SAS's procedures and maintaining professional and efficient service levels.
- Supports service teams within the branch in acquiring the best possible tools and technologies to perform up to global standards.
- Prepares periodic reports on vehicle performance and customer feedback.
- Coordinates with Sales and Marketing Department, Training Manager, and Spare Parts Department to ensure adequate cooperation and smooth workflow between departments.
- Communicates with the CRM section to receive customer feedback or complaints and conducts customer satisfaction surveys.
- Follows up on warranty issues and ensures accurate claims submission to insurance and manufacturers.
- Ensures proper billing and collection of payments are followed up on.
- Maintains excellent workshop and body shop conditions by monitoring cleanliness and display within the branch.
- Reviews customer invoices within the branch, ensuring accuracy in line with SARDAR's Policies and Procedures.
- Communicates with customers to determine the level of performance of maintenance works and follows up to resolve complaints efficiently.
- Monitors and ensures high safety and security standards are implemented within the branch, managing service buildings, tools, and equipment in optimum condition.
Job Requirements:
- Bachelor’s degree in mechanical engineering/ Auto Engineering or a related major.
- Minimum 7 years of experience in a related field.
- Minimum 2 years of experience in a managerial position.
- Strong knowledge of vehicle diagnostics, repair processes, maintenance procedures, and manufacturer service standards.
- Good understanding of warranty procedures, service KPIs, workshop productivity, and customer satisfaction metrics.
- Strong leadership and people management skills with the ability to motivate and support a service team.
- Ability to plan and coordinate workshop operations while ensuring timely vehicle delivery.
- Excellent communication, customer service, and conflict resolution skills.
- Strong analytical and problem-solving skills with attention to detail.
- Proficient in Microsoft Office applications (Excel, Word, Outlook, and PowerPoint).
- Ability to work under pressure, prioritize tasks, and meet deadlines.
- Valid driving license.
- Fluent in English; Arabic and Kurdish language skills are an advantage.
