RECEPTION SUPERVISOR

Our automotive client based in Dhofar is looking for an experienced Reception Supervisor to join their dealership.

QUALIFICATIONS:
• Automotive Engineering Diploma or equivalent from a recognised institute

EXPERIENCE:
• Minimum 7 years’ experience as a Service Advisor in an automotive workshop set-up and 4 years must be in a supervisory capacity

KNOWLEDGE & SKILLS:
• Sound knowledge of transportation management / workshop organisation and administration
• Sound technical knowledge in vehicle diagnosis and repair
• Knowledge of technical software
• Ability to think analytically
• Planning and organising
• Written and verbal communication in English Mandatory / Arabic desirable
• Proficient in MS Office and Dealer Management System (DMS)

COMPETENCIES:
• Work with people
• Present and communicate information
• Follow instructions and procedures
• Creative and innovative
• Deliver results and meet customer expectations
• Adapt and respond to change
• Achieve personal work goals and objectives

OVERALL:
• To mediate between the Customers, the Workshop and Workshop Controller for all service issues. The role involves monitoring the Principals’ website for customer issues directed to the Principal, meeting customers and resolving their issues.
• According to the Ministry of Manpower the job holder is required to work 45 hours per week.

ROLE (BRIEF OVERVIEW):
• Customer Service and Operations
o Assigns jobs to the Service Advisor team based on the booking schedule/walk-in customers to ensure equal distribution of work book the correct hours as available.
o Oversees and monitors the team to ensure activities are carried out smoothly and in accordance with company’s process. This includes ensuring customers get a professional and welcoming first-hand experience from the start to finish. This include preparing the driver’s schedule to and from the active reception through to ensuring the customer receives full information on the job accomplished versus the value for the price paid.
o Negotiate service offers to customers to enable a win-situation for both parties. This includes supporting the team to offer optimum discounts within acceptable limits.
o Advises customers on technical issues faced and finds solutions to maximise outcomes at the first level contact
o Liaises with members from concerned departments e.g. Parts Supervisor and Workshop Manger to ensure jobs are prioritised well and parts are available on time.
o Monitors job completion reports and compares them with job cards to ensure the job cards are comprehensive with the required details, prior to deliver.
o Reviews the invoice against the job card to ensure it is aligned with payment amount agreed, the final job card and any related information from the workshop.
o Handles complaints lodged by dis-satisfied customers through the Principal’s customer complain website to achieve customer satisfaction. This involves investigating the core issue by contacting the customer, seeking more information with regards to the issue, coordinating with Service Advisor, Workshop Technical team and providing an update to the Principal’s representative.
o Attends meetings on a weekly basis with the Line Manger to discuss operations and related issues and seek guidance as needed.
o Work and maintain all operations within the ISO 9002 and HSE standards set by the company.
• People management
o Monitors reports on the team’s progress on a day to day basis to ensure target achievement (parts and labour hours sold) is on track. This includes providing feedback to Service Advisors and supporting them as needed to complete pending tasks, resolving issues and related to delivery delays and/or spare parts availability.
o Conducts bi-weekly meetings with the team to discuss progress on labour hours and parts sold, Work in Progress and Customer Service Index.

Please email you CV/Resume to