Manager - Parts and Service Dealer

Position: Branch Manager, Mombasa

“Driving operational excellence with integrity at the core.”

Role Purpose:

The main responsibility of the Branch Manager is to provide strategic and operational leadership for the branch, ensuring profitability, customer satisfaction, and operational excellence. Integrity is central to this role, guiding all decisions, interactions, and processes to uphold Scania’s ethical standards and protect the company’s reputation. The Branch Manager will oversee the Service, Parts, Administration, and overall branch performance, ensuring full compliance with Scania policies, Dealer Operating Standards (DOS), and seamless delivery of Scania Total Solutions.

Key Responsibilities

1. Leadership & People Management•    Leading and developing branch teams to achieve service performance targets and uphold Scania values.
•    Driving a high-performance culture through coaching, feedback, and capability building.
•    Ensuring compliance with company policies & guidelines, including performance management and discipline.

2. Business Performance & Profitability•    Delivering branch P&L targets, including revenue, margins, and cost control.
•    Taking the lead in the execution of branch business plans aligned with Scania East Africa's strategy.
•    Monitoring financial performance and implementing corrective actions where necessary.

3. Service & Workshop Operations•    Ensuring efficient workshop operations with high productivity and quality standards.
•    Monitoring job flow, turnaround time, and technician performance.
•    Ensuring compliance with Scania workshop processes, safety standards, and tooling requirements.

4. Parts Operations•    Ensuring optimal parts availability to support workshop and retail customers.
•    Managing inventory levels and stock accuracy.
•    Driving parts sales growth through proactive customer engagement and operational efficiency.

5. Customer Experience & Quality•    Ensuring exceptional customer service across all branch touchpoints.
•    Resolving escalated customer issues promptly and professionally.
•    Implementing Scania quality standards and continuous improvement initiatives.

6. Compliance, Governance & Safety•    Ensuring adherence to Scania policies, legal requirements, and ethical standards.
•    Maintaining a safe working environment in line with SHE guidelines.
•    Ensuring accurate reporting and documentation for the branch.

7. Compliance, Governance & Safety•    Ensure adherence to Scania policies, legal requirements, and ethical standards.
•    Maintain a safe working environment in line with SHE guidelines.
•    Ensure accurate reporting and documentation across the branch.
•    Ensuring adherence to Dealer Operating Standards (DOS) across workshop, parts, customer handling, and administrative processes.

Key Performance Indicators (KPIs)•    Branch profitability (P&L)
•    Workshop productivity and efficiency
•    Parts sales and stock accuracy
•    Customer satisfaction 
•    Employee engagement and turnover
•    Compliance audit results

Qualifications & Experience•    Bachelor’s degree in Business, Engineering, Automotive Technology, or related field.
•    Minimum 5+ years’ experience in automotive, heavy commercial vehicles, or related industry.
•    At least 5 years in a leadership role managing multi-disciplinary teams
•    Strong understanding of workshop operations, parts management, and sales processes
•    Experience working with OEM standards (preferably Scania or similar premium brands)
•    Financial management and P&L experience.

Skills & Competencies•    Leadership and people development
•    Commercial acumen
•    Customer relationship management
•    Operational excellence
•    Decision making and problem solving
•    Communication and negotiation
•    Data-driven management
•    Integrity and ethical conduct

Behavioral Attributes 
•    Customer First – prioritizes customer needs in all decisions•    Respect – treats employees and customers with fairness and professionalism
•    Team Spirit – fosters collaboration across departments
•    Responsibility – accountable for branch performance and compliance
•    Continuous Improvement – drives innovation and efficiency