Toyota East Africa Jobs: Service Manager and Service Reception Manager Vacancies

Position: Service Manager

Reporting to: General Manager Nairobi Toyota

Department: Service

Location: Nairobi

Reference No: Service/10/01

Job Overview

To ensure effective and efficient service management through developing, implementing and monitoring technical processes and systems that promotes profitable business performance.

Key Responsibilities

Prepare annual budgets and forecasts accurately, monitor and report on achievement in addition to developing and implementing action plans to manage variancesEnsure that the service products are competitively priced in a way that promotes business profitability.Regularly monitor and review Service processes to promote efficiency and increase customer satisfaction.Responsible for planning and ensuring availability of sufficient man power capacity to handle all the key areas within the workshop job flow process for optimal productivity.Ensure customer satisfaction by effectively following up on customer complaints and ensure timely resolutionBuild fruitful relationships with customers and ensure that complaints are resolved in an efficient and timely mannerOversee and approve all departmental process and functions and ensure adherence to laid down standards and guidelinesDevelop and facilitate the implementation of effective strategies that promote customer acquisition and retentionMotivate and provide leadership to the service team.Responsible for overall team developmentEducation Background & Experience:
The candidate should have a BSC Degree in Engineering.
In addition he/she should posses a postgraduate qualification in a Business related field and a minimum of 8 years experience in a similar role in the automotive industry, 3 of which must be at managerial level.The candidate must be able lead a team and have budgeting and financial control skills.
We are looking for someone who is customer focused with the ability to build relationships across all levels and has excellent communication skills.Position: Service Reception Manager, Nairobi Toyota

Reporting to: NT Service Manager

Department: Service

Location: Nairobi

Reference No: Service/10/02

Job Overview

To guide and support service advisors to identify customer needs whilst maintaining effective communication and follow-up on all jobs for improved through put and ultimately achievement of service revenue targets.

Key Responsibilities

Ensure excellent customer service through coordinating job flow process between service reception and workshop floor.Responsible for ensuring that the service department contributes to customer satisfaction by providing excellent customer care & strengthening customer relationships for both existing and prospective customers.Manage the achievement of service throughput by effectively coordinating service appointments and work in progress to avoid workshop congestion.Ensure that all customer vehicles are delivered in good condition and within promised delivery times.Maintain an effective communication system to customers by ensuring timely updates on additional repair jobs, estimated costs and completion time.Guide the development of service advisors to ensure improved competence and customer satisfaction.Actively promote the services and benefits of the Company’s service and parts departments to all customers.Ensure that all customer complaints are handled in a timely and efficient manner.Ensure that all service advisors follow laid down Customer Service procedures and adhere to Toyota Standards in executing their duties.Responsible for increasing service revenues by following through on issued quotations to convert them into salesEducation Background & Experience
The candidate should have a Degree in Mechanical Engineering or a related field and a post graduate qualification in Customer Service management.
He/she should have minimum 2 years experience in front office /customer service management.The candidate should posses excellent customer service skills in addition to having excellent communication and interpersonal skills.
We are looking for a someone who is a team player, has the ability to handle pressure and is able to manage conflicts and diversityTo apply:

Qualified applicants are invited to send a cover letter quoting the reference number illustrating their suitability for the position against the listed qualifications and competencies together with a detailed curriculum vitae.

Applications should be sent by email to applications@toyotaea.com not later than 22nd October 2010.

Only short listed candidates will be contacted.

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