Workshop Controller / Supervisor / Manager

Key Responsibilities:

Repair

·         Manages workshop loading and the allocation of work (including Approved PDI work) to individual Technicians to optimise workshop productivity and customer satisfaction. Works with the colleagues in the Service and Parts teams to plan vehicle collection and delivery times with drivers

·         Ensures that each vehicle entering the workshop goes through the eVHC process. Supports the Service Advisor to communicate the details, cost and time required for any additional work to the customer

·         Manages the work on the vehicle to ensure that all the jobs detailed on the Repair Order (Job Card) are completed and that the full suite of Technical Support materials are used by Technicians, resulting in a repair which is Right First Time

·         Uses an understanding of Warranty Policies to determine which repairs can be categorised as warranty work. Uses systems to obtain warranty information and obtain authorisation if required

·         Works with Master Technicians to resolve complex technical problems, escalating issues to the Technical Services team as required

·         Updates the Service Advisor on the progress of each vehicle in the workshop so that they can update the customer and obtain approval from the customer for any additional work

·         Ensures that an accurate, complete write-up is provided for each job to help the Service Advisor explain it to the customer and provide the information that is required for warranty claims (transparent, dependable)

·         Takes the time to talk to customers to explain more complex technical repairs, to personalise the experience and make the customer feel special

·         Ensures that all work detailed on the Repair Order is completed and Quality Controlled so that the customer’s expectations will be met when they collect their vehicle and they will feel that the Retailer has been transparent, dependable and easy to do business with

·         Ensures that the workshop maintains good standards of health and safety, and environmental impact/sustainability

Collection

·         Checks that the Technician has completed the work and the Repair Order has been completed to the required standard. Carries out a quality check on the repair, including a road test if required

·         Arranges for the vehicle to be washed and vacuumed to the manufacturer standard and parked in a designated area ready for collection by the customer or a Service Delivery Driver

Leads the Team

·         Manages the working patterns (e.g. rotas) for the workshop team, to ensure that the required number and mix of Technicians is available as required

·         Monitors the day-to-day performance and training of each Technician, provides feedback on performance and manages any underperformance

·         Coaches Technicians to develop their knowledge of products, technologies or systems and ensures that they complete the training provided by the manufacturer for their role

·         Works with the Service Manager to recruit new Technicians and develop a succession plan for the workshop

Drives Improvement

·         Organises team meetings to share workshop KPIs and discuss how to improve workshop performance

·         Takes a proactive approach to identify any recurring problems which affect the customer experience, and raises these with the appropriate colleague (e.g. the Service Manager). Leads or supports projects to deliver continuous improvement to ways of working

Skills and Competencies:

·         Ability to pay attention to detail through a logical work approach

·         Ability to work across various franchises

·         Ability to train and coach workshop staff on technical issues

·         Ability to communicate and support and develop a diverse group of individuals

·         Work independently in a busy, active environment with little supervision and direction

·         Ability to prioritise, plan, organise and progress multiple activities at one time

·         Learn continually about product and technical information

·         Ability to use the most appropriate tools and machinery applicable to the job

The Person:

·         Ideally fully qualified to Master Technician level and have experience in a supervisory/managerial role

·         Must have at least 3 - 4 years experience, ideally within a franchised workshop

·         Must possess experience in electrical repairs and the use of diagnostic equipment

·         A full driving licence is essential

Other Information:

·         Manufacturer Training Pathways and Programmes

·         Membership of Kingsbridge Hospital Diamond Club

·         Free Company healthcare with Health Shield including cashback, discounts and perks

·         Access to a discounted Private Healthcare Scheme

·         30 Days Annual Leave

·         Cycle to Work Scheme

·         Long Service Awards

·         Pension Provision

·         Enhanced maternity and paternity leave

This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.

Donnelly Group is an equal opportunity employer.

The company reserves the right to expand the short listing criteria to facilitate the short listing process.

Apply now to embark on a rewarding career journey with us!