SERVICE MANAGER

Service Manager – (After Sales) Essential Duties • Ensuring customer satisfaction through after-sales service. • Developing strategies to improve the processes and level of service provided by the after-sales service department. • Supervising and managing after-sales service staff and ensuring that quality and service standards are met. • Monitor and analyse customer feedback trends to identify and resolve frequent problems. • Manage stocks and inventories of spare parts and products. • Develop and implement quality and control processes to ensure that the after-sales service operates effectively. • Negotiate contracts with service and product suppliers to ensure a good level of customer service. • Writing and updating procedures and instructions for the management and use of products and services. • Designing procedures and documents to encourage problem solving and customer satisfaction. • Responsible for the conditions and services in the workshop (Service Reception – Workshop) both for work-flow and density in the workshop (workshop traffic) • Responsible for achieving CSI targets, Dealer Revenue and Manpower service status set by dealer management and Chery Auto Malaysia (CAM) • Responsible for customer satisfaction Index (CSI) • Coordinate with CAM related to after sales operations • Provide information or findings to CAM related to non-technical originating from operations so that CAM can improve service to customer • Coordinated to Foreman about the delegation mechanic for handling On Road • Created the service promotion program for expand the service operation business • Make a report to the Sale Manager regarding service operation • Coordinate to CRE staff related the technical issue for heavy complaint customer and report the resolve problem to CAM