KAKI PLC is an official dealer and assembler of ISUZU vehicle in Ethiopia. It is also engaged in different business lines including import, export, metal fabrication, after sales services, and cargo freight transport operations. The company wishes to employ a qualified professional for the Service Manager position.

General Duties and Responsibilities:

Responsible for planning and delivering in terms of maintenance service and managing customer service interactions to ensure customer satisfaction and thereby improving sales, while maintaining company policy and procedures and Isuzu maintenance standards and practices.

Specific Duties and Responsibilities:

• Direct and coordinate the maintenance service operation to ensure customers’ needs are attended according to established standards.
• Liaise with the Customer Retention Manager to undertake periodic inspection program to provide preventive maintenance on customers’ vehicles.
• Maintain a top-quality maintenance and repair service, and reduce the return rate of customer vehicles to the workshop.
• Respond to the customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
• Build a standardized maintenance technical knowledge, and ensure that service shops are able to provide maintenance service while supplying parts and price them competitively to gain complete trust of customers.
• Ensure that the Pre-delivery Inspection (PDI), the Retail Delivery Record (RDR) and the Technical Information Report (TIR) are performed as per the ISUZU standards.
• Ensure that After-sales maintenance service is performed by experienced mechanics and thus quality service is being provided.
• Lead training, motivation, and provision of leadership to the team of mechanics so that they can provide high quality customer service and maximize profit.
• Liaise with the warehouse staff to ensure that new vehicles are maintained while they are in store to provide quality assurance to customers.
• Liaise with HR manager to arrange service-shop facilities in a way that can appeal to both employees and customers
• Track inventory to ensure that required parts are readily available in the warehouse.
• Ensure that all customers are welcomed and they are given reasonable estimates of the costs and time required for their repair jobs and maintenance work.
• Ensure health and safety requirements are complied.
• Conduct employee performance appraisal periodically to evaluate how well employees have completed their duty and to take any needful action accordingly.
• Prepare periodic reports for submission to the DGM, Engineering.

Required Number : 1(One)

Qualification : BSc Degree or MSc Degree in Mechanical Engineering or related field

Work Experience : 10 years for BSc Degree graduate, and 8 years for MSc Degree graduate in relevant role

Required Competence :

• Strong Industry knowledge
• Excellent leadership, sales, and customer service skills
• Creative Problem-Solving
• Computer skill, communication skills, English language proficiency