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Massive Recruitment by Toyota Kenya (Even Management Trainees)

Toyota Kenya

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
·         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
·         Report writing- ability to develop reports
·         Presentation skills
·         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
·         Computer Literacy-Microsoft Word, Excel ,PowerPoint, SAP
·         Knowledge of relevant legislation.
·         Knowledge of professional standards.
·         Writing skills
·         Presentation skills
·         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
·         Bachelor’s degree in Mechanical, Electrical Degree or equivalent
·         Automotive option will be an added advantage
·         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
Please indicate Toyota Service Management Trainee Program as the header of your email.
We are an equal opportunity employer

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