Business analyst

JOB PURPOSE:

Ensure courteous and professional handling of the customer to guarantee Customer Satisfaction and Retention. Makes sure to take care of the entire workshop in the absence/leave of the Aftersales/Service Manager. Maintain high level of motivation and morale in the team and ensure development of the staff, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction. Ensure effective personal and telephonic communication with customers regarding charges, approvals and negotiations.

Ensure equally clear and concise communication with foreman regarding job. Follow-up (during service) to ensure timely delivery of the vehicle to customers with jobs carried out completely

KEY ACCOUNTABILITIES:

• Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks
• Assists in planning and strategy to maximise the revenue potential from Service operations to meet the Net Sales, Gross margin & net profit objectives.
• To implement the Principals Dealer standards on Systems and processes for achieving compliance and adopting best business practise.
• Ensures that Reception area is well managed and operates smoothly for high level of efficiency and customer satisfaction.  Depute for Service Manager in his absence for continuity of workshop operations
• Develop good human relations and understanding with co-workers.  Provide job related assistance and advice from time-to-time.  Ensures he is updated on policies and systems and provides on-the-job training to the co-workers voluntarily
• To adhere to product concern handling and escalation process to achieve timely resolution and customer satisfaction and ensure staff are technically updated of the developments.
• Interact with the shop floor Foreman on a daily basis to know the workshop loading.  Pre-booking accordingly to ensure workshop efficiency and at the same time to prevent undue delay to vehicle delivery.
• Responsible for ensuring service processes are efficient and customer complaints are managed by promoting standard sales procedures to the sales team members

JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job

• Plays a crucial role in identifying new business opportunities within the region to ensure that budgeted service revenue targets are achieved every month.
• Lead and  develop a strong performing team capable of achieving changing customer expectation levels by achieving target CSV scores
• Demonstrates people skills and knowledge of products which play decisive role in crucial and critical customer handling in cases where his involvement becomes imperative.
• Maintenance and upkeep of the workshop equipments to maximise utilisation and minimise downtime. Initiate procurement of additional equipments in line with business growth.

. QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualifications and Knowledge:

Diploma or Bachelor of Automobile /Mechanical Engineering.

Minimum Experience: 

5 to 8 Years overall experience with automobile dealership – Out of which a minimum 3 years   in Service Dept. at managerial role.

Job-Specific Skills:

Automotive dealer / distributor business processes, working knowledge of MS office, ERP skills, KPI driven customer focused operation, leadership

Behavioural Competencies :

People oriented, strategic and analytical, honest and responsible, cultural sensitive and  sound work ethics.

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Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.