Job Description

Retail Customer Management

• Manage the after-sales service activities
• Responsible for the Service Centre Customer Service Index level
• Lead a team of service & workshop personnel to provide quality automotive maintenance and services to customer
• Assist to define and direct activities to meet financial targets
• To ensure that all objectives of safety, delivery and completion time and profitability are met
• Work closely with stakeholders (Eg, Brands Principals, Internal Department, etc) to ensure good understanding, relationship, and Teamwork to meets Company expectation
• To manage and resolve high profile customers complaint
• Enhance service centre operation to create good customer journey and experience
• Good interpersonal skill and work closely with Internal & External customers
• Ensure Standardized procedure and processes for Service Centre and Workshop

Fleet Management

• To manage fleet owner/s daily enquiries and updates on vehicle status
• To handle customer complaints
• To KAIZEN activities for continuous improvement
• To ensure all fleet performance reports to fleet and OEMs are reported on a timely basis
• Analyse the fleet performance reports & take proactive measures to reduce vehicle downtime
• Manage Roadside Assistant Team Performance

Cost ManagementTo monitor parts change data to drive down material costSourcing & Negotiations with Suppliers to keep material cost lowOthersCommitted to work on a Full Saturday (as and when required)Basic Accounting KnowledgePossess good leadership qualities to lead a large front and backend teamJob requirements:

• Bachelor's degree or Diploma in Mechanical Engineering or other related fields
• 8-10 years of working experience, preferably from Automotive industry
• Fleet account management experience will be advantageous
• Good communication and interpersonal skills
• Able to work independently and is a strong team player

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