Workshop Manager

Role Summary

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Oversees the efforts of a team of technical service representatives, applying specialized technical or scientific knowledge/product applications. Maintains ongoing relationships with key customers and interfaces with sales staff on a regular basis and serves as an expert in handling complex queries.

Job Responsibilities

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

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

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

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:s
• 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

General Competencies

• Business perspective
• Managing people
• Managing Resources
• Products and Services
• SHE

Education