Workshop Manager

Professional Competencies (Duties and Tasks)

1) Workshop management – Manage and plan the daily operations of the workshop, working with and acting on deviations. Leading and motivating the workshop and service staff and Services Salesman personnel.

• Set routines for planning and follow up meetings

• Carry out regular meetings

• Verify there is an efficient flow of authorized work in the workshop, ensuring quality and documentation

• Develop, implement and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the workshop

• Monitor the ongoing condition of workshop tools and equipment, arranging purchase, repair and calibration

• Monitor and handle deviations, initiate proper actions and escalations

• Promote and work with DOS to ensure uniform quality standards in all areas of the business

• Coordinate the Spare Parts activity to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to

• Manage the workshop facilities

• Create working time schedules for work shifts

2) Workshop customer relations – Develop and manage customer relationships ensuring that customer needs are met and services are developed to meet the future needs of the customer.

• Build and maintain the right level of relationships with customer representatives.

• Monitor the processing of complaints and process major or complicated complaints

• Assist workshop personnel and customers regarding technical issues.

• Participate in meetings with Key customers when required

3) Workshop Service solution sales – Increase service solutions sales by developing, maintaining and communicating the services portfolio and solutions according to customer needs.

• Market and communicate Scania services solutions to existing and potential customers

• Coordinate and follow up of the Services Salesman activities if required by the reporting line

• Enable a team based approach ensuring open and effective communication within the workshop to achieve common business objectives

• Monitor the workshop’s pricing and discounts to ensure that they meet the established level

• Cooperate with other local and distributor departments to develop, maintain and communicate the services strategy, portfolio and solutions

4) Follow up workshop results – Develop the workshop business by following up budget, results, operational targets and taking measures in order, to achieve set targets.

• Manage and analyze the workshop’s running costs and expenditure budget

• Regularly follow up service business and financial results

• Set, monitor, maintain and follow up KPI:s

• Work with and handle applicable licenses for the workshop operations, monitor possible developments

• Analyze current standards to identify and present opportunities for improvement of the workshop

• Proactively initiate improvement activities, ensuring conditions are in place to achieve workshop goals

General Competencies

• Business perspective
• Managing People
• Managing Resources
• Products and Services
• SHE

Requirements

• Minimum of 5 years experience managing automotive workshops/parts
• Proven experience in managing workshop operations, manpower, and productivity
• Ability to manage P&L, budgeting, and cost control for the workshop
• Strong understanding of after-sales service KPIs (e.g., turnaround time, first-time fix rate, customer satisfaction)
• Strong problem-solving and decision-making skills
• Good communication skills in English and Bahasa Malaysia