Main Purpose of the Job
The Workshop Controller role is one of the busiest roles within the Dealership. This role consists of day-to-day management of workshop and staff. The role holder will also liaise with service team, other departments and customers whilst being the key influencer of department KPI’s.
The role is responsible for ensuring all scheduled events are planned and managed with un-scheduled events assigned to suitable technicians ensuring productivity is maximised and deadlines are adhered too. As line manager for technicians the role holder is responsible for coaching and development of the team.
Quality checking, audit and compliance as well as health and safety are also important elements of this role.
As with all positions within dealerships, Workshop Controllers are expected to uphold the highest ethical standards and work closely with Depot Management.
Key Tasks:
* Customer Satisfaction (CSI): To assist management in implementing and maintaining effective processes to achieve the highest possible customer satisfaction levels.
* Generating Profit: To deliver profit in line with the business plan by maximising technician efficiency and hours sold.
* To ensure strong collaboration with the Depot Manager to introduce change in outdated working practices that offer significant benefit the business, staff and our customers.
* To ensure a strong relationship is maintained with Warranty/Technical Departments and ensure internal system processes are followed using manufacturer systems and Enhanced Diagnostic process in every instance.
* Documentation Quality: To ensure the accurate completion of all relevant documentation for each repair, to be able to follow specific warranty processes and to be able to use standard repair times so that the job order may be processed quickly and efficiently.
* To perform technician appraisals on a one to one basis at least 4 times per year
* Good housekeeping skills, making sure ALL staff are safe, and correct H&S working practices are followed.
* Identify training needs for technician’s & assist Depot Manager to plan training paths.
Knowledge and Experience
* Excellent communication skills with the ability to deal diplomatically with customer, manufacturer’s representatives and colleagues in a polite and professional manner, both written and verbal.
* Experience in the preparation and submission of warranty claims
* Organized with the ability to multitask efficiently
* Flexible and approachable manner
* Self-motivated and able to work under own initiative
* Take accountability for own decisions
* Analytical and methodical approach to problems
* Able to work on initiatives for improvements
* Experienced with computers and a variety of programs
* Act with discretion when dealing with matters of a confidential nature
* Good, sound knowledge of Large Goods Vehicle Operators License legislation.
Essential Competencies:
* Experience in running a commercial vehicle workshop.
* Delivering results and meeting customer expectations.
* Focuses on customer needs and satisfaction; sets high standards.
* Coping with pressures and finding solutions.
* Maintains a positive outlook at work.
* Takes responsibility for actions, projects and people and uses initiative, working under own direction.
* Makes quick, clear decisions which may include tough choices or considered risks.
* Applying Expertise and Technology.
* Computer literate inclusive of Workshop loading and POS experience.
* Applies specialist and detailed technical expertise, using technology to achieve work objectives.
* Develops job knowledge and expertise (theoretical and practical) through continual professional development, demonstrating an understanding of different organisational departments and functions.
Benefits of working at Iveco Retail
24 days annual leave per year
Carry over up to 5 days annual leave per year
Life Assurance
Duvet Day
Company Pensions contribution of up to 5%
Private Medical Insurance
Attractive over time rates of up to 130%
Bonus, incentives and commission schemes
This will be a role offering constant learning, working as part of a committed and collaborative team. We are very passionate about what we do and, therefore, the successful candidate will be focused and capable of delivering in a fast-paced and time-constrained environment.
Iveco Retail wants to work with the best people, no matter their background or qualifications. So, if you are passionate about learning new things, have great experience and talent, you will fit right in.