Service Center Manager

Job Purpose

Oversee a profit center by managing manpower, financial, and administrative aspects. Sustain the smooth operation and profitability of the center over time. Be a manager, a salesperson, and an administrator. Guarantee the methods and procedures for implementing and adhering to Al Rostamani Auto Service Centers concept. Representing TYREPLUS image.

Job Responsibilities

ACHIEVING THE CENTER'S COMMERCIAL OBJECTIVES

• Manage the center's commercial activity.
• Inform the customer about diagnoses, estimates, invoices, and the added value provided by TYREPLUS.
• Contribute to the growth of revenue and margin by offering, in particular, additional sales.
• Organize and manage customer waiting times (customer reception, information on intervention times).
• Handle customer complaints.
• Adhere to procedures and promotional deadlines.
• Ensure the long-term viability of the center.

COMPLIANCE WITH THE COMMERCIAL APPROACH

• Initiate dialogue with all customers.
• Ensure proper customer care by greeting them with a smile and inquiring about their needs.
• Ensure the installation of vehicle protections (seat covers, floor mats, and other protective elements).
• Ensure that the car is raised onto the lift and that the TYREPLUS procedures are followed (establishment of diagnostic sheets).
• Always prioritize addressing the problem for which the customer visited the center.
• Identify the customer's needs.
• Assess the condition of parts, both good and faulty.
• Explain the work to be done.
• Obtain the customer's approval for the work and any applicable payment terms.
• Inform the customer of the repair duration and whether the parts are in stock.
• Uphold the guarantees provided to customers.
• Provide the customer with an invoice that includes explanations of the work performed and the warranty.
• Lower the car from the lift, position it for exit, and thank the customer.

MANAGEMENT – TEAM MANAGEMENT

• Ensure team cohesion and maintain a positive work environment.
• Set schedules and record hours worked.
• Define priorities.
• Train the team (in customer reception, work procedures, estimates, etc.) and guide each individual's personal development.
• Conduct annual performance reviews.
• Lead informational meetings with team members.
• Delegate certain tasks.
• Anticipate potential issues.
• Analyze staffing requirements.
• Ensure that messages from the TYREPLUS Management are effectively transmitted and understood.

ADMINISTRATIVE AND FINANCIAL MANAGEMENT OF THE CENTER

• Oversee administrative management (purchases, sales, etc.).
• Manage costs and expenditures.
• Ensure the results of the profit and loss account.
• Manage telephone calls.
• Prepare estimates and invoices.
• Take responsibility for stock management (organization, orders, rotation, shortages—both physical and computerized) as well as the adaptation and optimization of available parts.
• Conduct perpetual inventories of the stock, the tools issued to each operator, and the center's equipment.
• During official inventories, strictly adhere to the instructions provided in the note sent previously by the Financial Management.
• Take responsibility for cash collections—including cash and checks that must be deposited daily—and manage the cash book.
• Prepare daily sheets and the breakdown of revenues.
• Send documents (invoices, delivery notes, etc.) to the Accounting Department within the specified deadlines.
• Manage warranties (grant or deny warranty claims, request warranty support from suppliers, etc.).
• Ensure the maintenance of the workshop: signage (lighting and shutdown times), roof, walls, floors, etc.; and equipment (condition of lifts, torches, hoses, alarm, tools).
• Every evening before closing, ensure that the center is clean and tidy, that workstations are shut down, that the oxygen and acetylene bottles are closed, and that the alarm is activated.
   

Job Requirements

Qualifications

• Bachelor’s Degree: Business administration/management or related field
• Automotive certificate would be an added advantage

Experience

• Minimum 5 years in auto service centres handling reception area 

Knowledge & Skills

• Customer and Personal Service:- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction 
• Sales and Marketing:- Knowledge of principles and methods for showing, promoting, and selling products or services. This includes selling tactics, product demonstration, sales techniques, and sales control systems.
• Language:- Proficient in English language (Verbal and written), Arabic and Hindi would be an added advantage
• Active Listening:- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times