Senior Service Manager

Purpose of the Job

Oversees the operation of the designated Service Centre to achieves business targets and maintains customer satisfaction standards

Responsibilities

• Direct the Service team to achieve the business and department targets & KPIs
• Make sure the execution and application of Porsche Service Process with good quality standard, and comply with principal's audit requirements
• Maintain a high-quality repair service and reduces returns to the workshop
• Ensure smooth operations by overseeing daily activities, resolving operational issues, and ensuring compliance with policies and procedures
• Address customer enquires or complaints promptly, with the aim to maintain customer satisfaction level
• Create and leverage collaborative partnerships among the teams in Service Centre
• Manage staff performance by setting performance goals, providing feedback, and coaching
• Manage the work environment with sufficient tools & facility to support the operations of the Centre

Requirements

• University graduate in Business / Engineering is preferred
• At least 6 years Automotive Service with at least 3 years at supervisory level
• Experience in German vehicles is an advantage
• Previous experience in dealing with clients on after sales service and complaints
• Good spoken and written English and Chinese (Cantonese & Mandarin)
• Hands-on PC skills in Microsoft Word, Excel and PowerPoint
• Self-motivated, good interpersonal and communication skill
• Able to work under pressure and customer oriented