Service Supervisor

Job Title: Service Supervisor
Sector: Automotive
Open to: Locals only

OBJECTIVE

Manage the entire operations of the reception area and all customer relations aspects of the assigned customer service centre; coordinate with service operations personnel to ensure that vehicle service is performed as per dealership service standards to achieve the objectives of vehicles fixed at first visit, high customer satisfaction and retention.

ROLES AND RESPONSIBILITIES

1. Operations

• Establish and maintain professional relationships with customers to ensure retention.
• Ensure Service Advisors listen to customers and record requests, complaints, and service expectations accurately on the repair order; ensure accurate cost and time estimates are provided.
• Ensure customer complaints are handled tactfully and promptly by Service Advisors as per dealership guidelines.
• Monitor and check progress of repair jobs with technicians; inform customers of any additional problems affecting cost or time and explain recommendations for additional servicing.
• Ensure customers are informed upon arrival of specialty parts orders.
• Ensure regular and error-free maintenance of the customer database.
• Ensure Service Advisors proactively alert customers on service due for their vehicles.
• Approve additional service work cost estimates after discussing with concerned Team Leaders.
• Handle all customer complaints escalated by Service Advisors and assist in resolving them.
• Monitor Service Advisor performance and help maintain high customer service standards.
• Accompany tester on road tests where required to confirm customer problems are resolved.
• Monitor CSI scores, analyse areas of customer dissatisfaction, and take corrective action.
• Ensure 24-hour roadside assistance is efficiently delivered for VIP clients; provide roadside maintenance services.
• Provide replacement cars to key customers where required; monitor and report usage to the Service Manager.
• Ensure proper housekeeping of customer vehicles and waiting area.
• Comply with Quality Standards and Health & Safety procedures.

2. People Management

• Appraise reception team performance and provide feedback to the Service Manager.
• Identify training needs and nominate staff for relevant training programs.
• Maintain and promote staff motivation.
• Carry out performance appraisals per company policies and procedures.
• Handle subordinate grievances promptly and escalate where required.

COMMUNICATION Internal: Reception, Parts, Workshop External: Customers & Vendors

EDUCATION Bachelor’s degree or Diploma in any field; Mechanical/Automotive Engineering is an advantage.

EXPERIENCE 3–5 years in a similar role or related customer service experience in a technical/operational environment.

SKILLS & COMPETENCIES

• Leadership, teamwork, problem-solving, and decision-making
• Computer and software literacy
• Technical knowledge of automotive parts and systems
• Strong leadership skills
• Proficient in customer service and communication