Team Leader Personal Service Technician Andon | Al Futtaim Automotive | Trading Enterprises

Overview of the role:

• The purpose of the role is to lead and coach the Volvo Personal Service team. Support with minor repairs on cars, and focus is on improving people and processes by leading the continuous improvement work. Performing the short- and long-term planning to reach the target of work in progress under 2 days of the workshop capacity and to improve the retailer's customer experience, efficiency and minimize costs.

What you will do:

• Responsible for convening the team and conducting the daily meeting. 
• Responsible for following the agenda and encouraging and coaching the team to report problems.
• Responsible for following up on the decided team KPIs and visualizing them on the visual planning board in the workshop.
• Responsible for pre-checking and following the daily planning for the team, to predict the need for support. 
• Should not be booked in the planning system to ensure being available as the first line of support. If the team encounters problems concerning the production planning and the planned work during the day, Andon should be able to help the PST (Personal Service Technician) /team to avoid inconvenience for the customer.
• Technical and admin support for PST (Personal Service Technician).
• Responsible for coaching and supporting the PST with both technical and administrative issues.
• Responsible for coordinating the improvement work in the workshop. By following up what takes place in the workshop, Andon is well suited for both identifying issues as well as planning the action to eliminate the problem.
• Ensuring that after each job, all tools are in place and parts are available at the workstation. Propose actions for sustaining the productivity of PST. 
• Increase the PST abilities to offer value added service to customers. Ensuring high rate of accessories, tinting, tires, batteries, coatings, paint protection and smart repairs contracts are sold to aftersales customers. 
• Customer retention target.
• Ensuring a high level of customer retention by proposing services to inactive customers.
• Trainings of PST.
• Keep record of all training requirements and completions for PST so that all PST are able to perform all kind of jobs on the Volvo Cars.
• Customer follow-up.
• Ensuring that the follow up calls to customers are done by PST on the following day of visit.
• Play a crucial role to fix the customer vehicle for the first time with dealer standards.
• Keep the PST engagement score of over 90.
• Knowledge of Standard Operating Procedures and problem-solving skills in resolving repair jobs.
• Capability to handle Special tools and equipment.
• Capacity for E Learning and training and development plans.
• Ability to use workshop manuals and understand wiring diagrams.

Skills

Required Skills to be successful:

1.- Automotive experience.

2.- Service and technical skills. 

3.- Team Leader or supervisory experience.

4.- Customer management experience.

About the Team:

• Reporting to the Aftersales Manager and managing a team and will work closely with internal and external stakeholders. 

What equips you for the role:

• Bachelor or Diploma in Automobile, Mechanical, Industrial, or related Engineering. 
• 4 to 5 years overall experience as Technician and service advisor in automotive dealership. 
• Basic knowledge of Electric Vehicles. 
• Technical skills, customer relationship management skills and user skills in tools and equipment.
• Proficient in Microsoft Office.
• Driver’s license is a must for this role.