Service Engineer

GENERAL DESCRIPTION

Coordinates and directs the service department for maximum technician efficiency and productivity while overseeing all service repair work to ensure the highest quality of customer service.

RESPOSIBILITIES & AUTHORITY

• Planning, Control workshop and reception activities in the service department.
• Ensure full and accurate communication between parts, reception, workshop, and quality control.
• Responsible to resolve technical and warranty issues of customers in co-ordination with related suppliers, department, and principal.
• Ensure requested manufacturer recalls are scheduled and closing on time.
• Responsible to review all the quotations prior sending to customer.
• Ensure that Technicians are using their time effectively and efficiently.
• Arrange or plan technician movement to concerned workshops or branches as per workload.
• Submit weekly and monthly technician performance report.
• Submit monthly workshop activity report including customer complaints, technical issues, warranty status, recall, trainings to the management.
• Maintains tools, equipment, and facilities to make sure of safe performance.
• Make sure all staff to follow company policies, procedures and comply with workplace health and safety procedures.
• Liaise with customers and act on customer concerns.
• Ensure quality service, timely delivery, customer satisfaction, testing process and follow-up of manufacturers guidelines.
• Report all customer complaints, repeat repairs, and apply corrective actions in co-ordination with management.
• Responsible for keeping the workshop, rest area clean and neat in line with dealer standard.
• Maintain a well-trained workforce by utilizing in-house or principal trainings.
• Perform all other duties assigned by the supervisor and/or management in a professional and efficient manner.
• Identifies and reports unsafe, unhealthy, or hazardous working conditions.
• Supervising and tracking the reception KPIs and target (Pending wips, invoicing, customer satisfaction
• On-going Services contracts management

COMMUNICATION

• Service Manager
• All Staff
• Inter-company Departments
• Customers
• Suppliers
• Principal

WORK EXPERIENCE / OTHER REQUIREMENTS

• 3-5 years’ experience in Automotive Industry

EDUCATION REQUIREMENTS

• Bachelor of Mechanical/Automotive Engineering

SKILLS

• Computer skills
• Communication & Language skills
• Leadership and control skills
• Awareness of health and safety regulations
• Able to be updated in the latest techniques

ADDITIONAL SKILLS

• Quickly learn all aspects of technical software product

KEY PERFORMANCE AREAS

• Net Sales
• Gross Profit
• Workshop Efficiency & Productivity
• Back job
• On-time job card closing
• Reception KPIs
• Cost Controlling
• Service Contracts