Customer Service Manager

1. Planning:
· Define market targets for workshops and the spare parts business, draw up a corresponding annual plan.
· Compile and maintain a resource plan for the workshop and warehouse and develop concepts and measures for load optimization.
· Ensure planning for facilities, bays, machines, tools, diagnosis installations, ETC. is carried out correctly, and optimal design of workplaces and processes.
· Prepare planning and calculations for investments in workshops, facilities, and HR.
· Develop concepts for increasing benefits for the customer, turnover, and profitability.
· Plan workshop capacity.
· Plan technical and product training.
2. Marketing:
· Review regular prices for workshop services.
· Implement and monitor After-sales marketing activities.
· Monitor the regional/local market with respect to new competitors.
· Carry out analyses of the competition/benchmarking in Services.
3. Human Resources management:
· Responsible for HR requirements and recruiting/exit of workshop staff.
· Manage, coach, and motivate employees.
· Assess employees, set up development plans, and give feedback.
· Ensure yearly training plan.
· Appraise employees and determine variable salary/bonus.
4. Business Management and Controlling:
· Monitor and optimize vehicle turnover, labor sales, part sales, and cost operation.
· Monitor and optimize productivity, performance, and efficiency of employees/workshop.
· Analyze the attractiveness/profitability of key customers and customer groups/types of business.
· Determine the extent of utilization of own market potential.
· Plan and control customer loyalty activities.
· Plan and control customer surveys and other measures to monitor customer satisfaction.
5. Operative Management:
· Ensure smooth workshop operation.
· Guarantee correctness and professionalism of customer services.
· Ensure professional customer complaint management.
· Ensure all operative management tasks of workshop managers are in place.
· Select external service providers (e.g. paint work/body shell) according to guidelines and conclude the corresponding contracts.
· Utilize customer services contacts to actively provide sales advice and ensure support of sales staff in technical questions.
· Monitor the efficiency of processes in the workshop.
· Ensure correct job time planning and task allocation for workshop
· Organize the acquisition of workshop equipment and expendable materials.
· Monitor compliance with health, safety, and legal regulations.
· Ensure quality/final control of the repaired vehicles.
· Ensure service and invoicing regarding spare parts are carried out according to MB guidelines.
· Cooperate with the spare parts management.
· Monitor inventory documentation and control inventory optimization
6. Quality Management:
· Ensure processes are defined, followed, and optimized regarding services and quality according to MB standards.
· Ensure measures for effective labor protection are taken, coordinate these measures, and control compliance with safety regulations.
· Organize and ensure the correctness of auditing/quality management certification.
· Ensure deadlines are met and documentation is available for maintenance jobs on facilities, machines, ETC.
7. Information Management:
· Ensure the service literature, product brochures as well as process documentation, and the required software is up-to-date, complete, and available
· Ensure information from MB is followed up, archived, and made available to others.
. Monitor reports in the media on the Mercedes-Benz brand and competitors' products.