Automobile Service Manager

1. Planning

• Define market targets for workshops and the spare parts business, draw up a corresponding annual plan
• Compile and maintain a resource plan for the workshop and warehouse and develop concepts and measures for load optimization
• Ensure planning for facilities, bays, machines, tools, diagnosis installations, etc. is carried out correctly; optimal design of workplaces and processes
• Prepare planning and calculations for investments in workshops, facilities and HR
• Develop concepts for increasing benefits for the customer, turnover and profitability
• Plan workshop capacity
• Plan technical and product training

2. Marketing

• Review regularly prices for workshop services
• Plan and control Service advertising/external cooperation partners
• Implement and monitor after sales marketing activities
• Monitor the regional/local market with respect to new competitors
• Carry out analyses of the competition/benchmarking in Services
3. Human Resources management

• Responsible for HR requirements and recruiting/exit of staff
• Manage, coach and motivate employees
• Assess employees, set up development plans and give feedback
• Ensure yearly training plan
• Appraise employees and determine of variable salary/bonus

4. Business Management and Controlling

• Monitor and optimize vehicle turnover, labor sales, part sales, cost operation
• Monitor and optimize productivity, performance and efficiency of employees/workshop
• Analyze attractiveness/profitability of key customers and customer groups/types of business
• Determine extent of utilization of own market potential
• Plan and control customer loyalty activities
• Plan and control customer surveys and other measures to monitor customer satisfaction


5. Operative Management

• Ensure smooth workshop operation
• Guarantee correctness and professional of customer services
• Ensure professional customer complaint management
• Ensure all operative management tasks of workshop managers are in place
• Select external service providers (e.g. paint work/body shell) according to guidelines and concluding the corresponding contracts
• Utilize customer services contacts to actively provide sales advice and ensure support of sales staff in technical questions
• Monitor efficiency of processes in workshop
• Ensure correct job time planning and task allocation for workshop
• Organize acquisition of workshop equipment and expendable materials
• Monitor compliance with health, safety and legal regulations
• Ensure quality/final control of the repaired vehicles
• Ensure service and invoicing regarding spare parts is carried out according MB guidelines
• Cooperate with the spare parts management
• Monitor inventory documentation and control inventory optimization

6. Quality Management

• Ensure processes are defined, followed and optimized regarding services and quality according MB standards
• Ensure measures for effective labor protection are taken, coordinate these measures and control compliance with safety regulations
• Organize and ensure correctness of auditing/quality management certification
• Ensure deadlines are met and documentation is available for maintenance jobs on facilities, machines, etc.

7. Information Management

• Ensure the service literature, product brochures as well as process documentation and the required software is up to date, complete and available
• Ensure information from MB is followed up, archived and made available to others
• Monitor reports in the media on the Mercedes-Benz brand and on competitors’ products

 Basics
• Graduated in automotive engineering.
• Annual participation in the manufacturer’s product training in connection with the market launches of new vehicles.

 Experience (type of)
• Minimum two years experience in service/workshop/after sales business management in a dealership or equivalent experiences from other functions.

 Specialized Knowledge
• Workshop Controlling:Understanding of System and key figures of MB workshop analysis system
• Technology and Diagnosis: Detailed MB vehicle technology and product knowledge, possibilities and problems of fault diagnosis and repair work
• Logistics: Detailed knowledge of material shipping and material control as well as purchasing and warehouse management, national and foreign stationary regulations regarding shipping
• Finance / Accounting: Financial and liquidity plans, annual reports, balance sheets, invoicing, controlling, financial statistics, tax, financial and contract law, auditing
• Technology and Diagnosis: Basic vehicle technology
• Marketing: Market analysis, advertising, product presentation, after-sales product and services
• Sales: Knowledge of market and products, basic commercial and legal knowledge, sales regulations
• Human Resources Detailed knowledge of leadership, staff recruitment, staff appraisal, HR development, knowledge of HR planning, basics of labor law and remuneration
• IT Detailed understanding of how to exploit IT databases
• Ecology Statutory, environmental protection regulations, waste disposal
• Quality Assurance Process analysis, process monitoring, evaluation

 Leadership competence
• Managing and motivating a team
• Fair appraisal and feedback
• Facilitate team meeting
• Solving interpersonal problems
• Recommendation of training

- Competitive salary according to personal experience and ability
- Insurance for employees
- Dynamic and fast growing company

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