Workshop Manager

Role Summary

The main responsibility of the Workshop Manager is to proactively develop and manage the workshop business and operations in order to maximize customer and employee satisfaction, as well as business performance contributing to the profitable growth of Scania. The Workshop Manager ensures that customers have great confidence in the workshop through the provision of excellent service by managing employees and customer relationships.

Job Responsibilities

Professional Competencies (Duties and Tasks)

1. Workshop management – Manage and plan the daily operations of the workshop, working with and acting on deviations. Leading and motivating the workshop and service staff and Services Salesman personnel.

• Set routines for planning and follow up meetings
• Carry out regular meetings 
• Verify there is an efficient flow of authorized work in the workshop, ensuring quality and documentation
• Develop, implement and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the workshop 
• Monitor the ongoing condition of workshop tools and equipment, arranging purchase, repair and calibration 
• Monitor and handle deviations, initiate proper actions and escalations
• Promote and work with DOS to ensure uniform quality standards in all areas of the business
• Coordinate the Spare Parts activity to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to
• Manage the workshop facilities
• Create working time schedules for work shifts

2. Workshop customer relations – Develop and manage customer relationships ensuring that customer needs are met and services are developed to meet the future needs of the customer.

• Build and maintain the right level of relationships with customer representatives.
• Monitor the processing of complaints and process major or complicated complaints
• Assist workshop personnel and customers regarding technical issues.
• Participate in meetings with Key customers when required

3. Workshop Service solution sales – Increase service solutions sales by developing, maintaining and communicating the services portfolio and solutions according to customer needs.

• Market and communicate Scania services solutions to existing and potential customers
• Coordinate and follow up of the Services Salesman activities if required by the reporting line
• Enable a team based approach ensuring open and effective communication within the workshop to achieve common business objectives
• Monitor the workshop’s pricing and discounts to ensure that they meet the established level 
• Cooperate with other local and distributor departments to develop, maintain and communicate the services strategy, portfolio and solutions

4. Follow up workshop results – Develop the workshop business by following up budget, results, operational targets and taking measures in order, to achieve set targets.

• Manage and analyze the workshop’s running costs and expenditure budget
• Regularly follow up service business and financial results
• Set, monitor, maintain and follow up KPI
• Work with and handle applicable licenses for the workshop operations, monitor possible developments
• Analyze current standards to identify and present opportunities for improvement of the workshop
• Proactively initiate improvement activities, ensuring conditions are in place to achieve workshop goals

Desirable Experience & Qualifications

• Tertiary Education/Degree
• Technical & Supervisory experience
• Heavy vehicle license
• Experience from workshop position or similar
• Relevant work experience in automotive industry

Education