Toyota Kenya Service Manager (Hino) Jobs in Nairobi
Toyota Kenya Service Manager (Hino) Jobs in Nairobi
Direct Reports:Workshop Manager – Nairobi Hino Branch
Field Service Consultants
Fleet Supervisors
Job Purpose:
Develop and implement an aftersales strategy that ensures the delivery of quality and timely aftersales services to Hino customers across the country
Ensure Dealer and Distributor CSI targets are consistently achieved
Ensure achievement of the Toyota Kenya Hino business revenue and profitability targets
Provide Service and Technical support to the Hino aftersales network:
Hino Nairobi Branch,
Toyota Kenya Multi brand branches,
Dealers
Authorised Service Centres
Key Responsibilities:
Develop short/medium and long range strategic plans and budgets
Develop and execute Hino aftersales strategies to support consistent achievement of the service targets
Develop and execute Hino aftersales marketing strategies in liaison with Group Marketing team and Marketing agencies
Development of an efficient Hino aftersales network – Toyota Kenya Branches, dealers and Authorised service outlets
Technical capacity and capability enhancement
Develop and execute strategic plans and annual budgets
Develop and implement action plans to guide successful achievement of set targets – revenue, profitability, throughput, productivity/efficiency/ utilization, absorption rates for all service outlets
Manage and Control the service budget to ensure efficiency in utilization of resources and compliance with budget
Coordinate credit management for the service department to ensure debts owed to Toyota Kenya Hino are recovered in a timely manner in line with the Toyota Kenya credit management guidelines
People
Nurture, coach and develop employees to attain high motivation and performance
Provide effective leadership to enhance communication, teamwork and participation
Manage team’s performance:
Establish career development plans,
Establish Successions plans
Establish and implement training programmes to achieve and sustain excellent results and individual career growth
Establish performance and customer oriented incentive schemes
Promote 5S awareness and discipline across the teams (Anzen)
Promote continuous improvement – kaizen spirit in all the teams
Ensure team complies with company’s policies, procedures, regulations and standards
Review standard operating procedures (SOP) and policies to align to best practice/ global benchmarks and ensure compliance
Timely implementation of strategies and action plans
Review all systems and implement improvements
Ensure compliance with statutory requirements and Manufacturers standards.
Ensure availability and use of correct tools and Equipment in all service operations. Reinforce through strict implementation of service development manuals
Review and approve supplier orders and payments in line with Toyota Kenya Policies and procedures to foster close relationship with all partners
Build customer loyalty and trust by being a strong advocate for customers’ interest.
Position self and function as a bedrock of support for customer’s technical problems, including offering customer advice on effective measures to pre-empt
potential problems
Enhance customer satisfaction through innovative service offers and timely resolution of customer complaints in a fair and equitable manner.
Administer warranty budget to promote Hino as a fair, caring and responsible brand
Rapid Implementation of all product campaigns (Special service campaigns and any other product improvement campaigns) for full customer satisfaction with the Hino products
Develop action plans to consistently achieve and grow customer retention rates
Grow market share of genuine spare parts
Develop aggressive service and spare parts marketing strategies for new and fleet business
Quick resolution of all field product problems working closely with both HML / Local Engineering teams and body builders
Raise field product problem reports and follow-up for quick resolution with HML, AMS and Local Engineering teams
Provide continuous input to the product planning and development function to ensure existing and new products meet or exceed customer expectations
Key Relationships:
Toyota Kenya General Managers
Departmental Managers
Team Leaders
Marketing team
Human Resources Department
Engineering – Body building and product planning Engineers
Hino Sales Team
Hino aftersales Team
Finance Team
Qualifications / Skills / Knowledge Required:
Bachelor’s Degree or High National Diploma in Automotive / Mechanical /Plant Engineering
Minimum 10 years’ experience in Automotive industry preferably in Engineering or Aftersales operations or Customer service
Post graduate business degree will be an added advantage
Competencies
Deep knowledge and passion in Automotive technology and emerging designs and trends
Budgeting
Financial Management
Human resource Management
Business Acumen
Strategic Agility
Problem solving skills
Resilience
Strong customer focus
Excellent communication and presentation skills
A strong team player and ability to manage conflict and diversity
Pleasant and out-going personality with proven ability to build strong long term networks and relationships
A strong team player, able to manage conflicts and diversity
Excellent communication and presentation skills both written and spoken
Strong customer focus
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 11th May 2019 to applications.applications@toyotakenya.com
Please indicate Service Manager – Hino as the header of your email.
We are an equal opportunity employer
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