Toyota Kenya
Job Title: Service Manager
Job Title: Service Manager
Division: Network Management
Department: Mombasa Toyota
Section / Unit: Service
Reports to: Branch Manager
Work station: Branch
Direct Reports: Service Reception Supervisor
Indirect Reports:
·
Workshop Supervisors
·
Quality Controller
·
Technician
·
Service Advisor
Job Purpose: The Service Manager position is responsible for the coordination
of service operations to ensure timely and quality delivery of service to
customers, compliance with Anzen guidelines in the delivery of service, and for
the management of the service team for enhanced motivation and performance.
Main Responsibilities of the Job
Managerial / Supervisory
·
Implement service operational
strategies to achieve set targets through continuous progress monitoring
·
Monitor the utilisation of the
service budget to ensure efficiency in the utilisation of funds allocated
·
Supervise the Service team to ensure
a motivated and high performing team in the delivery of quality and timely
service to the customers
·
Track and analyse key performance
indicators to understand performance status and provide countermeasure where
there are gaps
·
Build healthy relationship with other
departments in the branch through communication and exchange of ideas to ensure
smooth interdepartmental operations
·
Mentor and coach Service staff and
recommend them for scheduled trainings to improve their skills
·
Monitor compliance with TKEN credit
and cash sales policies to ensure the department is fully compliant;
·
Submit the monthly branch reports to
HQ in line with the TKEN reporting guidelines.
Operational Responsibilities
·
Oversee operations of the workshop to
obtain maximum utilisation of automotive equipment and prevent operational
delays in the section
·
Resolve critical customer complaints
to mend broken trust and enhance customer retention
·
Monitor daily service sales to ensure
performance is on track as per set targets and introduce action plans when
below target
·
Provide a safe and conducive working
environment in line with the Kaizen guidelines to eliminate risks associated
with noncompliance with Anzen regulations
·
Review work flows to increase the
productivity of the Service team
·
Study the Voice of customer (VOC)
report to understand customer satisfaction levels through Customer Service
Index and provide solutions where there are gaps
·
In collaboration with the marketing
team, implement marketing activities relating to services available to grow
sales and create awareness
·
Monitor and approve all Warranty and
internal jobs to ensure service to customers is provided in a timely manner
·
Report on the performance of the
branch under the 3S across the brands, detailing gaps and possible solutions,
to ensure all the brands represented in the branch are well informed on the
performance in a timely manner
·
Facilitate 5s, Kodawari and Anzen
audits within service department to ensure minimal risk exposure to staff, as
well as full compliance with regulatory, TKEN, and manufacture guidelines
Knowledge, Skills and Experience
Minimum level of academic and
professional qualification required to perform effectively in the role
·
Bachelors’ Degree in engineering or
other relevant field from a recognised institution.
Minimum level of experience required
to perform effectively in the role
·
8 years of experience in a motor
vehicle workshop with at least 2 years in a supervisory position
Working Relationships
Internal customers
·
Management Team – budgeting &
performance reporting
·
Parts
·
Sales
External Customers
·
Service Providers – sublets &
supplies of consumables
·
Customers – For business
opportunities & relationship Building
Competencies
Technical
·
Financial management to allow one
understand the performance of the department.
·
Product & technical knowledge so
that one is able to comfortably relate and respond to product issues.
·
Customer service management for
relationship with customers to improve retention and acquisition.
·
Computer literacy
·
Budgeting and forecasting
·
Knowledge of professional standards
Functional
·
Report writing- ability to develop
reports
·
Presentation skills
Behavioral
·
Business acumen- knows how business
works; knowledgeable in current and possible future policies, practices,
trends, technology and information affecting the business; knows the
competition; is aware of how strategies and tactics work in the market place
·
Strategic agility – Sees ahead
clearly; can anticipate future consequences and trends accurately; has broad
knowledge and perspective; is future oriented; can create competitive and
breakthrough strategies and plans; can articulately paint credible pictures and
visions of possibilities and likelihoods
·
Perspective – Looks toward the
broadest possible view of an issue/challenge; has broad-ranging personal and
business interests and pursuits; can easily pose future scenarios; can discuss
multiple aspects and impacts of issues and project them into the future
·
Technical learning – Is good at
learning new industry, company, product or technical knowledge
·
Quality decisions – Makes good
decisions (without considering how much time it takes) based upon a mixture of
analysis, wisdom, experience, and judgment; most of your solutions turn out to
be correct and accurate when judged over time
·
Problem solving – Uses rigorous logic
and methods to solve difficult problems with effective solutions; is excellent
at honest feedback; looks beyond the obvious and doesn’t stop at the first
answers; probes all fruitful sources for answers
·
Interpersonal skills – Is self aware,
and has ability to relate with people across all levels of seniority as
appropriate, to ensure achievement of personal targets
·
Organisational positioning skills –
Understanding of organisation structure both formal and informal, is sensitive
to how people and organisations function; anticipates where the landmines are
and plans his/her approach accordingly; views politics as a necessary part of
organisational life and works to adjust to that reality.
·
Energy and drive – Has speed and
agility: taking quick and timely action; seizes more opportunities than others,
pursues everything with energy, drive and a need to finish; seldom gives up
before finishing especially in the face of resistance or setbacks
·
Integrity and trust – Trusted
individuals who can present the unvarnished truth in an appropriate and helpful
manner, keeps confidence, admits mistakes, doesn’t misrepresent themselves for
personal gain
Job Title: Cashier
Division: Network
Management
Department: Nyeri
Branch
Section / Unit:Administration
Reports to: Service
Admin Assistant
Work Station: Nyeri
Branch
Direct Reports: N/A
Indirect Reports: N/A
Job Purpose: This
role is responsible for the provision of support to the sales functions through
timely and accurate collection and receipting of funds received from customers.
Further,
the role keeps safe custody of the monies receives, and banks the money in line
with the TKEN cash management guidelines.
Main Responsibilities of the Job
Managerial / Supervisory
·
N/A
Operational Responsibilities
·
Receive and issue receipts for funds
received from customers through cash, cheque, Mpesa, credit card payments, and
Electronic Funds Transfer for services / goods sold to customers;
·
Issue gate passes to customers who
have settled their amounts due to enable them collect their vehicles;
·
Offload and analyse daily collections
and post to relevant bank General Ledgers to eliminate variances;
·
Clear the cash desk and update the
General Ledger to ensure proper allocation of monies received ;
·
Bank all cash, cheques, and credit
card payments received on a daily basis to ensure no variances between bank
balance and book balances;
·
Make petty cash payments and post the
transactions to all staff for proper accounting to ensure no misallocation of
funds occurs;
·
Make payments for staff
reimbursements and advances as well as customers refunds in line with set
procedures, to ensure minimal complaints from customers and staff;
·
Prepare petty cash reimbursement
requests and submit to Finance Department to aid in replenishing spent petty
cash for uninterrupted branch operations;
·
Account for change and petty cash
float on a daily basis to ensure no shortage/excess occurs.
Knowledge, Skills and Experience
Minimum
level of academic and professional qualification required to perform
effectively in the role
·
Diploma in business administration.
Minimum
level of experience required to perform effectively in the role
·
1 year of relevant experience in an
organisation of similar size of operations.
Working Relationships
Internal
customers
·
Service department
·
Parts department
·
Sales department
External
Customers
·
Customers- Toyota Kenya,
·
Banks- Barclays, Stan chart.
·
Cash In Transit Companies- KK cash
management services
Competencies
Technical
·
Computer Literacy-Microsoft Word,
Excel ,PowerPoint, SAP
·
Knowledge of relevant legislation.
·
Knowledge of professional standards.
Functional
·
Writing skills
·
Presentation skills
Behavioral
·
Professionalism –maintains a
professional approach based on ethics and TKEN values
·
Integrity, honesty, and ethics-
ensures ethical practices and integrity to protect TKEN from reputational risk
·
Communication Skills
·
Customer orientation-is customer
focused striking a solid balance between external and internal customer
orientation
·
Resilience –is able to withstanding
strategic and operational challenges and maintain momentum
·
Emotional Intelligence-manages
emotions in a mature and composed manner as expected of a leader
Toyota Kenya Service Management Trainee Program
The
development of our next generation leaders is key and foremost imperative to
ensure the continuous success of our organisation.
It
is with this in mind that we conceived the Toyota Kenya Service Management
Trainee Program
Objective: To
develop a pool of management potentials for career growth, who are competent in
their area of expertise, role models of Toyota values and who would be future
‘organisation anchors’ to contribute to the businesses and functions.
Structure: The
program will comprise of 2-year classroom sessions, case studies, and tailored
technical training, coaching and other interventions to cover different
segments, products and channels through which Toyota connects with customers
and various areas of the automotive business.
The
rotation within the business will give the Management Trainees the width of
experience and exposure to help them understand their niche and how they would
want to advance their careers in Toyota.
Key Development Areas
Given
our clear objective to groom management potentials, the Service Management
Trainees’ program will cover the following areas:-
·
Toyota’s values and culture
·
Understand Technical support and
sustenance of Service Standards
·
Learn various staff functions,
including operations
·
Develop and meet performance
objectives
·
Monitor performance progress of key
service KPIs
·
Develop on Leadership and management
skills
·
Communication and interpersonal
skills
Qualifications
·
Bachelor’s degree in Mechanical,
Electrical Degree or equivalent
·
Automotive option will be an added
advantage
Competencies
·
Very good numerical & analytical
skills
·
Excellent communication &
presentation skills
·
Excellent interpersonal relationship
skills
·
Motivate toward career growth and
learning
·
Have and display a high level of integrity,
transparency & respect for people
·
Be a good team player, able to think
innovatively, customer driven and always seeking continuous improvement
·
A good working knowledge of Microsoft
Excel, Word & Power point
How to Apply
If
you meet the requirements, kindly forward your application enclosing a detailed
word version of your curriculum vitae together with a cover letter by 23rd
January 2019 to applications.applications@toyotakenya.com
Please
indicate Toyota Service Management Trainee Program as the header of your email.
We
are an equal opportunity employer
