Workshop Controller: Optimize Workflow & Service KPIs

Sandown Group; Epsom; On-site; GBP 32,000 - 42,000; Full time

Job summary

Mercedes-Benz of Epsom is seeking a Workshop Controller to optimise workshop resources, manage workflow and maximise technician productivity while meeting department budgets. You will plan work distribution, monitor efficiencies and ensure work progresses to schedule.

You’ll liaise with service reception, raise repair orders correctly and uphold high standards of customer service. This is a full-time, on-site role with Monday to Friday 07:30–17:30 and Saturday rota basis, total 45 hours per week.

Responsibilities

• To calculate and manage the effective use of workshop resources.
• Monitor individual and workshop efficiencies to ensure key performance indicators are met.
• Plan the distribution of work amongst the team utilising available skills mix.
• Identify individual training and development needs.
• Manage liaison between workshop and service reception on customer vehicle progress.
• Manage workshop standards in accordance with company requirements.
• Resolve customer issues in line with MBUK standard and customer expectations.
• Receive job cards from service reception, pre-time each job and allocate work to technicians so as to maximise sold hours and monitor progress of job
• To receive customers and their vehicles in a friendly and professional manner, discuss and confirm their requirements and take responsibility for the vehicle during its time at the Retailer.
• To hand over and receive back any loan vehicle according to the published procedure.
• To ensure that repair orders are raised and processed according to the established guidelines and that work is completed to schedule.
• Ensure that all internal and external customers receive excellent levels of customer service.
• Ensure that the department helps to promote services offered by other departments within the dealership.
• Identify any difficulties a customer may experience within any department and resolve these alongside the other departments within the team
• You will be required in some instances to cover other departments due to absence or workload so must be prepared and able to adapt and diversify in accordance with the office/workplace dynamic.

Job description

Mercedes-Benz of Epsom is seeking a Workshop Controller to optimise workshop resources, manage workflow and maximise technician productivity while meeting department budgets. You will plan work distribution, monitor efficiencies and ensure work progresses to schedule.

You’ll liaise with service reception, raise repair orders correctly and uphold high standards of customer service. This is a full-time, on-site role with Monday to Friday 07:30–17:30 and Saturday rota basis, total 45 hours per week.