CUSTOMER SERVICES MANAGER (TRƯỞNG PHÒNG XƯỞNG DỊCH VỤ)

Job Description

• Ensure smooth workshop, repair car services operation. Guarantee correctness and professionalism in customer services, correct job time planning and task allocation for the workshop, and quality/final control of the repaired vehicles according to Mercedes-Benz Standards
• Define market targets for workshops and the spare parts business and draw up a corresponding annual plan.
• Ensure planning for facilities, bays, machines, tools, diagnosis installations, etc. is carried out correctly, and optimal design of workplaces and processes.
• Prepare planning and calculations for investments in workshops, facilities, and HR.
• Develop concepts for increasing benefits for the customer, turnover, and profitability.
• Plan workshop capacity, and technical and product training.
• Regularly review prices for workshop services.
• Please make sure to implement and monitor after-sales marketing activities.
• Monitor the regional/local market concerning new competitors.
• Carry out analyses of the competition/benchmarking in Services.
• Responsible for HR requirements and recruiting/exit of staff
• Manage, coach, and motivate employees.
• Appraise employees and determine variable salary/bonus.
• Monitor and optimize vehicle turnover, labor sales, part sales, cost operation, productivity, performance, and efficiency of employees/workshop.
• Analyze attractiveness/profitability of key customers and customer groups/types of business.
• Ensure professional customer complaint management.
• and documentation is available for maintenance jobs on facilities, machines, etc.
• Monitor reports in the media on the Mercedes-Benz brand and on competitors’ products.