CUSTOMER SERVICES MANAGER (TRƯỞNG PHÒNG XƯỞNG DỊCH VỤ)

Ensure smooth workshop, repair car services operation. Guarantee correctness and professionalism in customer services, correct job time planning and task allocation for the workshop, and quality/final control of the repaired vehicles according to Mercedes-Benz Standards
Define market targets for workshops and the spare parts business and draw up a corresponding annual plan.
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, and technical and product training.
Regularly review prices for workshop services.
Please make sure to implement and monitor after-sales marketing activities.
Monitor the regional/local market concerning new competitors.
Carry out analyses of the competition/benchmarking in Services.
Responsible for HR requirements and recruiting/exit of staff
Manage, coach, and motivate employees.
Appraise employees and determine variable salary/bonus.
Monitor and optimize vehicle turnover, labor sales, part sales, cost operation, productivity, performance, and efficiency of employees/workshop.
Analyze attractiveness/profitability of key customers and customer groups/types of business.
Ensure professional customer complaint management.
and documentation is available for maintenance jobs on facilities, machines, etc.
Monitor reports in the media on the Mercedes-Benz brand and on competitors' products.