SERVICE MANAGER (Fleet Service Centre)

Title: SERVICE MANAGER (Fleet Service Centre)

Area: KwaZulu Natal

Industry: Fleet Service Centre (Workshop)

Ref No.: TRG 2543

Salary: Market related TCTC available/negotiable

Start Date: As soon as possible / Negotiable

Type: Permanent

Special Instructions: Experienced commercial vehicle OEM workshop/service management background essential.

An experienced SERVICE MANAGER (FLEET SERVICE CENTRE) is required to take responsibility for the overall operational, technical, financial and customer-service performance of a busy commercial vehicle service centre in KwaZulu Natal (North Coast).

• The successful candidate will be responsible for leading the workshop/service operation, developing a high-performance team and ensuring that productivity, workshop utilisation, profitability, quality, customer satisfaction and operational compliance are consistently achieved.
• This is a senior operational management position suited to a technically qualified professional with proven experience in a service centre or commercial vehicle or truck OEM environment.

DUTIES & RESPONSIBILITIES:

• Take overall responsibility for the day-to-day management and performance of the commercial vehicle workshop/service centre.
• Lead, manage, motivate and develop workshop and service personnel to achieve operational and financial objectives.
• Drive workshop productivity, efficiency and technician utilisation.
• Monitor labour sales, workshop hours, technician efficiency and overall departmental performance.
• Manage Work in Progress (WIP) and ensure vehicles move efficiently through the workshop from booking through to completion and invoicing.
• Monitor workshop loading, job allocation, turnaround times and workflow.
• Ensure service and repair work is completed correctly, efficiently and within agreed customer timeframes.
• Maintain high standards of technical workmanship, quality control and first-time-fix performance.
• Drive Customer Service Index (CSI) performance and ensure a consistently high level of customer satisfaction.
• Deal effectively with customer concerns, complaints, escalations and service-related issues.
• Ensure accurate job cards, estimates, authorisations, parts requirements and workshop documentation.
• Monitor and control departmental profitability, revenue, costs and gross profit.
• Manage workshop budgets and contribute to the achievement of monthly and annual financial targets.
• Monitor and improve cashflow through effective job completion, invoicing and outstanding-work management.
• Ensure warranty, service-contract and OEM-related processes are correctly administered.
• Monitor warranty claims and ensure compliance with applicable OEM requirements.
• Work closely with Parts, Sales, Administration and Finance to ensure an integrated aftersales operation.
• Ensure effective parts availability and minimise unnecessary workshop downtime.
• Monitor workshop consumables, tools, equipment and operating costs.
• Ensure workshop facilities, equipment and tooling are properly maintained and utilised.
• Maintain strict compliance with OEM standards, company procedures, health & safety requirements and applicable legislation.
• Ensure effective housekeeping and a safe, professional and productive workshop environment.
• Monitor technician performance, training requirements, productivity and development.
• Identify operational bottlenecks and implement corrective actions to improve service delivery.
• Analyse departmental performance reports and implement measurable improvement initiatives.
• Conduct regular performance reviews and communicate targets and expectations clearly to the team.
• Maintain strong relationships with fleet customers, transport operators and other commercial clients.
• Support customer retention and the development of long-term aftersales relationships.
• Ensure all work is completed in accordance with manufacturer/OEM standards and technical procedures.
• Provide management with accurate operational, financial, productivity and performance reporting.
• Take accountability for achieving agreed productivity, utilisation, profitability, CSI, quality, cashflow, compliance and WIP objectives.

EDUCATION, QUALIFICATION, EXPERIENCE & SKILLS:

• Red Seal Trade Certificate Diesel Mechanic / Diesel Technician essential.
• Min 5 years'' proven experience as a Workshop Manager, Service Manager or equivalent senior workshop-management position.
• Management Diploma / Business Management qualification would be advantageous.
• Strong experience within an OEM commercial vehicle / truck dealership or authorised commercial vehicle service environment.
• Proven experience managing a workshop/service department with responsibility for technicians, workflow, productivity and profitability.
• Demonstrable understanding of commercial vehicle workshop operations, diagnostics, servicing, repairs and maintenance.
• Proven experience managing WIP, workshop utilisation, labour productivity and departmental profitability.
• Experience with CSI/customer satisfaction measurement and service-quality improvement.
• Strong understanding of warranty and OEM service processes.
• Experience in financial and operational reporting.
• Good working knowledge of Microsoft Office, particularly Excel and Word.
• Strong understanding of health & safety, workshop compliance and operational procedures.
• Valid driver''s licence.
• Traceable & contactable references.
• Local residency or willingness to relocate required.
• Candidates with experience in commercial trucks, buses, fleet maintenance, heavy vehicles, transport equipment or related OEM aftersales environments will be considered where the required workshop-management experience is demonstrated.
• Submit CV (Word / PDF) to