After sales manager
Cla*** ***** (XX anos)
Service Manager Porsche Center Pretoria em Currently - Porsche South Africa
Malvern Technical
Alenquer,
Lisboa
Este candidato está disposto a se mudar
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Experiência
Service Manager Porsche Center Pretoria
Currently - Porsche South Africa
jun 2013
-
Atualmente
• Main Job Functions: • Implementation of operational aftersales systems and processes • Manage People, Processes, and Profits • Liaison between PC Centre and Porsche Middle East and Porsche AG • Lead Aftersales Special Projects • Promote Porsche Business Excellence • Meet Annual Budgets set Goals: • Manage an effective and productive team • Increase turnover to satisfy investors • Control Costs • Maintain staff moral and motivation • Ensure Highest standards of Customer satisfaction • Meet Porsche AG franchise standards and operational guidelines • Make a positive contribution to Porsche Business Excellence Initiatives Main Job Functions: • Plan organize lead and control service management functions • Set and monitor realistic and achievable service performance targets • Monitor customer satisfaction reports and trends • Promote and monitor capacity planning system • Plan organize lead and control service visual management functions • Share customer satisfaction information with personnel • Monitor complaint resolutions • Oversee warranty and goodwill cases • Monitor job quality • Establish annual staff training targets • Cultivate business relationships • Set marketing strategies to target new business • Implement and manage service reminder system • Conduct Analysis of market competitors, conditions and campaign effectiveness • Manage Porsche Recall campaigns • Develop innovative service offers • Conduct weekly analysis of key performance indicators and expenses • Provide bi weekly performance results to the Dealer Principal • Ensure effective service through adequate equipment and smooth workflow • Maintain service and parts coordination • Conduct weekly aftersales meetings • Cultivate team leaders • Conduct daily meetings with team leaders • Monitor overall performance with team leaders • Institute and develop lean thinking • Develop 5’s Principals • Maintain and manage visual management systems • Assist in identifying and resolving difficult technical issues • Manage and develop monthly budgets • Monitor and manage cash, and debtor’s accounts • Implement policies and procedures to improve work flow and performance • Ensure lean parts principals
Service Manger Ferrari Maserati
Viglietti Motors Sandton
jun 2012
-
mai 2013
Main Job Functions: • Implementation of operational systems and processes • Manage People, Processes, and Profits Goals: • Increase turnover to satisfy investors • Control Costs • Maintain staff moral and motivation • Ensure Highest standards of CE (CSI) • Meet Ferrari and Maserati franchise standards and operational guidelines Main Job Functions: • Plan organize lead and control service management functions • Set and monitor realistic and achievable service performance targets • Monitor customer satisfaction reports and trends • Share customer satisfaction information with personnel • Monitor complaint resolutions • Oversee warranty and goodwill cases • Monitor job quality • Establish annual staff training targets • Cultivate business relationships • Set marketing strategies to target new business
After sales Manager Lexus
Halfway Lexus Fourways
jan 2012
-
jun 2012
Main Job Functions: • Liaison between Dealer and TSAM • Manage People, Processes, and Profits Goals: • Ensure repairs are carried out ‘First Time On Time’ • Increase turnover to satisfy investors • Control Costs • Maintain staff moral and motivation • Ensure Highest standards of CE (CSI) • Meet Lexus standards and operational guidelines • Manage the parts department Main Job Functions: • Promote and monitor booking system • Set and monitor realistic and achievable service and parts performance targets • Monitor customer satisfaction reports and trends • Share customer satisfaction information with personnel • Monitor complaint resolutions • Oversee warranty and goodwill cases • Monitor job quality • Establish staff training targets • Cultivate business relationships • Set marketing strategies to target new business • Conduct Analysis of market competitors, conditions and campaign effectiveness • Develop innovative service offers • Conduct weekly analysis of key performance indicators and expenses • Provide weekly performance results to the Dealer Principal • Ensure effective service through adequate equipment and smooth workflow • Maintain service and parts coordination • Conduct weekly aftersales meetings • Effectively manage the Environmental Standards as set out by Lexus South Africa • Cultivate team leaders • Monitor overall performance with team leaders • Institute and develop lean thinking • Develop 5’s Principals • Create visual management systems • Assist in identifying and resolving difficult technical issues • Manage and develop monthly budgets • Monitor and manage cash, and debtor’s accounts • Implement policies and procedures to improve work flow and performance • Ensure lean parts principals • Manage Parts Stock
Service Manager Toyota Dealerships
mai 2003
-
dez 2011
Main Job Functions: • Liaison between Dealer and TSAM • Manage People, Processes, and Profits Goals: • Ensure repairs are carried out ‘First Time On Time’ • Increase turnover to satisfy investors • Control Costs • Maintain staff moral and motivation • Ensure Highest standards of CE (CSI) • Meet Toyota standards and operational guidelines Main Job Functions: • Promote and monitor booking system • Plan organize lead and control service management functions • Set and monitor realistic and achievable service performance targets • Monitor customer satisfaction reports and trends • Share customer satisfaction information with personnel • Oversee warranty and goodwill cases • Monitor job quality • Establish annual staff training targets • Cultivate business relationships (Retail and Fleet) • Set marketing strategies to target new business and fleet companies • Establish service reminder system • Conduct Analysis of market competitors, conditions and campaign effectiveness • Conduct weekly analysis of key performance indicators and expenses • Provide weekly performance results to the Dealer Principal • Ensure effective service through adequate equipment and smooth workflow • Maintain service and parts coordination through meeting with Parts Manager, planning and development. • Conduct daily service and parts meetings. • Effectively manage the Environmental Standards as set out by Toyota SA Motors • Cultivate team leaders • Conduct daily meetings with team leaders • Monitor overall performance with team leaders • Institute and develop lean thinking • Develop 5’s Principals • Create visual management systems • Implement and manage value streaming mapping • Assist in identifying and resolving difficult technical issues • Manage and develop budgets monthly / annually • Monitor and manage cash, and debtor’s accounts. • Implement policies and procedures to improve work flow and performance Company: Lyndhurst Toyota Position: Service Manager Employment Period: 2003 – End Jan 2006 Job Functions: • Promote and monitor booking system • Plan organize lead and control service management functions • Set and monitor realistic and achievable service performance targets • Monitor customer satisfaction reports Main and trends • Share customer satisfaction information with personnel • Monitor complaint resolutions • Oversee warranty claims • Establish annual staff training targets • Cultivate business relationships (Retail and Fleet) • Set marketing strategies to target new business and fleet companies • Conduct Analysis of market competitors • Develop innovative service offers • Conduct weekly analysis of key performance indicators and expenses
Field Technical Manager
Toyota South Africa Motors
mar 2000
-
abr 2003
• Provide Technical Support to dealer network (Responsible for 17 Dealers) • Meet with clients to resolve sensitive issues at dealer level • Provide Technical solutions to difficult problems • Assist dealers with diagnostics • Identify and resolve technical inconsistencies • Assist with Quick Field Fix’s • Implement Field Fixes • Manage policy budget • Produce good quality Product Field Reports and Field Technical Reports to be sent to Toyota Japan • Manage Recall campaigns with dealers • Implement Training plans for dealers • Conduct and execute accident investigation reports • Adjudicate Skills contests • Audit dealer warranty claims • Investigate warranty irregularities • Audit dealer standards
Formação
National Technical Certificate
Malvern Technical
jan 1986
-
dez 1991
Automotive Engineering Technology/Technician
Idiomas
English - Proficiant
Portugues - Proficiant
Afrikaans - Progiciant
Informações Adicionais
Introduction
Twenty-six years in the South African Automotive Industry, eighteen of which in Aftersales Management positions. Mostly enjoyed within premium brands at various sites. Strong operational and analytical aptitudes, driven by Kaizen principals. Known for implementation of systems and processes with large teams which result in an effective, efficient, happy workforce, and high levels of customer satisfaction, while achieving targets, satisfying investors and stakeholders. Customer satisfaction is of extreme importance at our Porsche Center. We are currently in first place in South Africa with a score of 94.5% ASI and in 4th place in the Africa Middle East Region. Since taking full advantage of the construction design and processes put in place my team is consistently been posting productivity figures above 100%, peaking at 122% on some good months. We strive to achieve Porsche AG targets set by our regional office in as far as Recall Campaigns, warranty claim aging and PBE participation goes. We are currently on 98.6% recall campaign completion. Our claim aging rate is below 3 days. Our PAG warranty audit in August 2018 resulted in a record low 0.26% Chargeback a total of only 522.86 EUR. In beginning November 2018, we underwent the PSDR regional audit and achieved 97%. I have contributed positively to the Porsche Business Excellence program, where some of my operational systems have become recommended by our regional offices and adopted by other regions. This has assisted and ensured that important relationships with our regional office and other stakeholders are maintained and strengthened.
