a) Key Result Areas:

1. ​Organizing the overall workshop and administration operations. 
2. ​Established training needs and recruitment.
3. ​Monitoring and control the overall operations in accordance to policies and procedures of thecompany.
4. ​Authorizing any report send to HO according to the limit of the authority.

b) Primary Responsibilities:

1. ​Responsible for overall management of the service center activities and supervises directreports to ensure the achievements of service center objectives.

2. ​Ensures that service policies and procedures are implemented as per standard operatingprocedures.

3. ​Ensures the monthly intakes, sales, gross profit, expenses and nett profit objectives are met as per guidelines / budgeted issued by Management.

4. ​Interacts with customers on a regular basis to understand their concerns and issues and offer solutions. Ensures that Customer Relations Executives provide feedback on customer complaints to related sections at HQ.
5. ​Ensures that `Come Back Jobs’ from customers are strictly follow the Standard Operation  Procedures (SOP) and recurring complaints are reduced /eliminated. 

6. ​Communicates with subordinates and other service managers on a regular basis to discusscustomer feedback, issues, seek and provide suggestions for improvements.

7. ​Ensures that all the administrative requirements for the service center are fulfilled such as:

• • Relevant documents (invoices, payments, etc.) are monitor and update to relate departments at HQ.
  • Monitoring of warranty claim submission is administered.
  • Monitoring and minimizing of insurance pending payment. 
  • Monitoring and minimizing quantity of pending vehicles.
  • Inventory of parts, accessories, lubricants, tools, facilities are maintained in good conditions.
  • Service publications (price list, service bulletin, etc.) are updated regularly in order to update staff on product and price changes.

8. ​Ensures that service center personnel receive adequate technical training in order to upgradetheir skills.
9. ​Deals with various external regulatory authorities regarding regulations. Ensures that the service centers follow the regulations to avoid fines and complaints from the authorities concerned.

10. ​Creates common, shared goals and motivates the team to support key initiatives and achieve their performance objectives
11. ​Identify weakness of the operation, provide solutionsand seek approval from the Management for implementation to improve.

c) Performance Parameters:

1. Meet 100% financial targets in term of the monthly intakes, sales, gross profit, expenses and nett profit,
2. Achievements of efficiency (100%) and productivity (90%) ratios.
3. Improvements in inventory control of spare parts, accessories & lubricants (min 40K & max 80K).
4. Achievements of 100% of zero rejection for warranty claim submission.
5. Clearance of vehicle pending within 48 hours for non-insurance matter.
6. Improvements in customer satisfaction index by minimizing customer complaints.Achievements of at least yearly 15% increment from previous year. (CSI>900)
7. Positive overall service center performance, which includes levels of attendance, discipline and staff satisfactions.
8. Ensure all relevant staffs update VimiSales accordingly and correctly.
9. Ensure all reports submit to Management by 5th of every month.
10. Ensure all sales are collected on time, collection is correct and bank in the following working day.