Job Objective
As the interface between the workshop and the Customer department, you are responsible for all work procedures and processes given the legal and manufacturer-related specifications and standards, with the aim of smooth, professional, and timely handling of all due to diagnostic, repair, and maintenance work.
Key Responsibilities
- Inspect and optimize all work procedures and processes of the workshop with respect to professional and on-time performance of repairs
- Ensure the processing of orders according to the manufacturer's specifications
- Ensure the availability of all required information and documents, e.g. repair instructions, updates on the diagnostic equipment, wiring diagrams, and product information
- Support and promote employees to improve repair quality, processes, and attitude
- Ensure information flow (information, technical printed matter, circulars, information e-mails, etc.) through regular communication
- Give instructions where appropriate
- Collaborate on the selection of, or select, new employees in coordination with the Service Manager or Service Management
- Support preliminary diagnoses as part of the Service reception
- Accept workshop orders, transfer and communicate work instructions to the technicians or group leaders, considering the necessary qualifications
- Explain order specifics, indicate the completion deadline, and ensure the procurement of necessary replacement parts before the start of work
- Communicate special customer requirements to be observed, e.g. cleaning the vehicle is not necessary
- Support the technicians and/or independently conduct workshop test drives to check customer complaints (e.g. noises and/or vibrations)
- Specify the scope of the final inspection based on the completed work
- Perform functional checks, if necessary, in a test drive
- Check on the dependencies between various work operations and carry out appropriate functional checks in this respect
- Document the results of the functional check on the workshop order
- Specify defects detected and document these appropriately
- Define the further procedure in case of defects detected and immediately coordinate with colleagues in the Service Reception
- Assign approved workshop orders according to the resources reserved
- Update free workshop capacity in the DMS (Dealer Management System)
- Release reserved resources on completion of work
- Adjust resource planning to changes
- Coordinate with the Service Advisor with respect to order expansions for work required that exceeds the original customer order
- Expand approved additional operations on the workshop order
- Relay information to the technicians so that they can approve or reject the order depending on the additional operations required
Requirements
- Trained and certified technology specialist in a motor vehicle service profession, or proof of comparable competencies
- At least 3–5 years of experience
- Ability to use the workshop management systems
- Effective diagnostic and problem-solving skills
- Team management skills
- Ability to train and manage technicians for effective work delivery
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.