Service Operations Lead – Workshop & Customer Excellence

DK MOTOR SDN BHD; Perak; On-site; MYR 60,000 - 90,000; Full time

Job summary

DK MOTOR SDN BHD in Malaysia is seeking a Service Department Leader to plan, implement, and maintain an effective workflow and processes in the workshop to ensure all work is completed timely and accurately, according to customers' expectations.

You will lead the Service Department in delivering a high standard of customer service at all times, and be fully accountable for the department's operational, financial and people performance.

Responsibilities

• Plan, organise and manage the day-to-day operations of the service department.
• Set, monitor and achieve key performance indicators (KPI), budgets and targets for the service and parts departments.
• Ensure excellent results and achieve goals quarter after quarter, month after month, on all aspects of customers, people, operations, and financials.
• Oversees all aspects of customer care, work order and register management, facility maintenance, and merchandising activities.
• Take full ownership of customer satisfaction, including sales, inventory management, training and performance improvement for the department.
• Maintain accurate records for each repair performed by the service department.
• Provide leadership to support team members in meeting company goals.
• Monitors technicians' daily productivity.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

Job description

DK MOTOR SDN BHD in Malaysia is seeking a Service Department Leader to plan, implement, and maintain an effective workflow and processes in the workshop to ensure all work is completed timely and accurately, according to customers' expectations.

You will lead the Service Department in delivering a high standard of customer service at all times, and be fully accountable for the department's operational, financial and people performance.