Technical Manager
Job Description
We are looking for an individual who can create a centre of technical competency and excellence within the business. You will be able to optimise service quality and the customer experience, by positively influencing the quality output, MOT, VOR, Warranty and R&M performance at site level, by identifying and acting upon training, equipment, process and product issue reporting.
Day to day, you will be reporting to Head of Technical, while…
- Working with site-level technical specialists and technicians to develop and improve diagnosis within the dealership.
- Ensuring the workshops and technical team follow and adhere to all quality, safety and compliance policies.
- Creating a working environment with encourages the highlight of workshop and compliance issues to the safety and benefit of the team and customer.
- Managing and repairing complex technical/diagnosis issues from start to finish.
- Organising and monitoring technical training and qualifications in conjunction with the site-level technical specialists.
- Overseeing and managing technician specialists, technician PDPs to ensure growth and development.
- Ensuring Technical Product Reports are in line with MBUK guidelines.
- Identify performance improvement areas including Customer Satisfaction, Fixed First Visit, MOT pass rate, Repair & Maintenance and Warranty performance, monitor and assist with Technical VOR.
- Ensuring special tools are accessible, complete and in a serviceable condition at all sites and that special tool areas are correctly labelled and recorded.
- Regularly reviewing the quality of the Dealer’s repair work in the workshop.
- Attending group technical meetings.
- In conjunction with TIPS, the use of TPR’s to identify fault trends.
- Identifying repeat vehicle failure/complaints in line with FFV criteria.
- Effectively managing customer complaints through clear and timely communication as required.
- Managing loaning tools/return process, damage evaluation and recharge process.
- Inspecting and reporting defects, rectification of any/all workshop equipment in conjunction with site-level technical specialist.
- Monitoring MOT inspection performance and compliance of quality to achieve 100% pass rate
- Reviewing Technician selling efficiency review reasons and implement any changes/reviews to increase workshop profitability.
- Booking relevant courses after confirmation, liaise with Admin on travel and accommodation.
- Managing GEMS logins including adding technical access/removal for staff changes.
This role will be a great fit for you if:
- You possess extensive motor industry experience, ideally in an Technical position at senior management level.
- An established track record in managing a team of technicians and supporting their development
- A thorough knowledge of customer and market analysis, marketing initiatives and customer satisfaction.
- Must be experienced in people management, particularly in terms of achievement through teams. Leadership style should be highly visible and hands on.
- Enthusiasm and continuously improve product knowledge of self and others. Desire to achieve the highest standard of personalised customer care.
- A flexible approach to work and adaptable to thrive in a changing environment.
- You are computer literate and confident using technology
Location: Remote with Nationwide Travel | Salary: 45000 - 55000 per | Job type: Permanent | Posted: 02/08/2023
