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- Develop, manage, and implement strategies to ensure a seamless customer experience across all service touchpoints, while achieving service profitability, cost control, and KPIs, such as service efficiency, productivity, parts inventory turnover, customer satisfaction, and retention.
- Manage service operations to build long-term customer relationships, foster trust and loyalty to encourage repeat business, ensure efficient service delivery, and uphold compliance with brand standards, warranty policies, and government regulations, including workplace health and safety for both workshop and frontline employees.
- Drive revenue growth alongside Service Advisors by proactively identifying opportunities and recommending additional services and products, such as extended warranties, service packages, and accessories, to encourage customer adoption.
- Handle and resolve escalated customer concerns promptly and effectively, collaborating with various stakeholders to achieve customer satisfaction targets.
- Prepare, review, and analyse budgets, expenses, and other KPIs, while monitoring team performance and overseeing inventory to ensure parts availability, and maximising workshop efficiency, productivity, and utilisation.
- Collaborate with sales and parts teams to continuously identify ways to streamline operations and maximise efficiency and productivity.
- Lead, mentor, motivate, and develop the service team, including service advisors, technicians, and support staff, to foster a culture of excellence and high performance while ensuring continuous upskilling with the latest technological advancements, product updates, and industry best practices.
- Singaporean or Singapore Permanent Residents (SPR) are preferred.
- Bachelor's degree in business, automotive management, or a related field with relevant certifications or training in automotive aftersales management preferred.
- 5 to 8 years of relevant experience in service management role, preferably within a luxury automotive brand.
- Comprehensive knowledge of service centre management, customer service, technical services, automotive technologies, diagnostics tools, repair techniques, along with an understanding of industry trends, technological advancements, market dynamics, and regulatory requirements.
- Proficiency in Dealership Management Systems and diagnostic tools.
- A team player with excellent leadership, people management, communication, negotiation, and interpersonal skills, capable of interacting effectively with stakeholders while inspiring and motivating team members.
- Ability to excel in a fast-paced, dynamic environment with a strong commitment to delivering an exceptional customer experience.
- Strong analytical and problem-solving skills, with the ability to assess situations, make informed decisions, and implement effective measures.
- Proactive, self-driven, with a strong learning mindset, Can-Do attitude, and the ability to prioritise and multitask efficiently.
- Possess a Class 3 Driving License with a minimum of 4 years of driving experience
- Ability for a 5.5 day work week
- Develop, manage, and implement strategies to ensure a seamless customer experience across all service touchpoints, while achieving service profitability, cost control, and KPIs, such as service efficiency, productivity, parts inventory turnover, customer satisfaction, and retention.
- Manage service operations to build long-term customer relationships, foster trust and loyalty to encourage repeat business, ensure efficient service delivery, and uphold compliance with brand standards, warranty policies, and government regulations, including workplace health and safety for both workshop and frontline employees.
- Drive revenue growth alongside Service Advisors by proactively identifying opportunities and recommending additional services and products, such as extended warranties, service packages, and accessories, to encourage customer adoption.
- Handle and resolve escalated customer concerns promptly and effectively, collaborating with various stakeholders to achieve customer satisfaction targets.
- Prepare, review, and analyse budgets, expenses, and other KPIs, while monitoring team performance and overseeing inventory to ensure parts availability, and maximising workshop efficiency, productivity, and utilisation.
- Collaborate with sales and parts teams to continuously identify ways to streamline operations and maximise efficiency and productivity.
- Lead, mentor, motivate, and develop the service team, including service advisors, technicians, and support staff, to foster a culture of excellence and high performance while ensuring continuous upskilling with the latest technological advancements, product updates, and industry best practices.
- Singaporean or Singapore Permanent Residents (SPR) are preferred.
- Bachelor's degree in business, automotive management, or a related field with relevant certifications or training in automotive aftersales management preferred.
- 5 to 8 years of relevant experience in service management role, preferably within a luxury automotive brand.
- Comprehensive knowledge of service centre management, customer service, technical services, automotive technologies, diagnostics tools, repair techniques, along with an understanding of industry trends, technological advancements, market dynamics, and regulatory requirements.
- Proficiency in Dealership Management Systems and diagnostic tools.
- A team player with excellent leadership, people management, communication, negotiation, and interpersonal skills, capable of interacting effectively with stakeholders while inspiring and motivating team members.
- Ability to excel in a fast-paced, dynamic environment with a strong commitment to delivering an exceptional customer experience.
- Strong analytical and problem-solving skills, with the ability to assess situations, make informed decisions, and implement effective measures.
- Proactive, self-driven, with a strong learning mindset, Can-Do attitude, and the ability to prioritise and multitask efficiently.
- Possess a Class 3 Driving License with a minimum of 4 years of driving experience
- Ability for a 5.5 day work week