Summary
Date Posted: Friday, May 19, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
BACKGROUND
Formula 21 Pitstop, a subsidiary and affiliate of African Initiatives for Relief and Development (AIRD), is an Authorized Service Centre that has been set up to repair and maintain on-warranty Toyota and other branded vehicles in the Mbarara area. To support the functioning of the service center, competent and well qualified Ugandans are invited to apply for the following available positions.

Purpose of the role
To support the branch in all areas of financial management and support the Project Manager in Service Centre administration.

Purpose of the role
To ensures customer satisfaction through accurately interpreting customer needs and communicating them to the workshop team to fix vehicles right the first time.
Position reports to Project Manager

Duties and Responsibilities
• Communicates with customers about vehicle maintenance/repair needs, gets authorization & prepares job cards.
• Provides advice tailored to customer needs, deals with customers politely and handles vehicles carefully.
• Provides accurate, caring service that results into customer satisfaction, confidence, trust and retention.
• Keeps customer promises through completion of all requests, fair prices and on-time delivery.
• Develops good relationships with customers and quickly resolves any customer’s concerns related to service.
• Utilizes the service appointment system to maximize facility and manpower capacity and reduce no show rate.
• Determines available manpower capacity and ensures that Technicians clock on & off all repair jobs.
• Provides clear and fair cost estimates to customers and advises in case of any changes to the costs.
• Keeps customers informed of vehicle status, any additional work, changes to costs and completion timelines.
• Contacts the customer to get authorization for any additional repairs found by the technician after job start.
• Determines available manpower capacity and ensures that Technicians clock on & off all repair jobs.
• Provides clear and fair cost estimates to customers and advises in case of any changes to the costs.
• Keeps customers informed of vehicle status, any additional work, changes to costs and completion timelines.
• Contacts the customer to get authorization for any additional repairs found by the technician after job start.
• Informs customers of parts' Expected time of arrival/delivery (ETA) for out of stock parts and makes appointments once parts have arrived.
• Ensures constant follow up of all defect reports & quotations issued to customers for good conversion rates
• Ensures proper explanation of customer invoices in terms of all parts, labor, lubricants & consumables charges.
• Carries out vehicle delivery process and ensures customer vehicles are clean and ready as per promised time.
• Achieves timely debt/cash out standing collection from customers as per policy.
• Is actively involved in the achievement of the set service targets for Post Service Follow-Up (PSFU), Customer Satisfaction Index (CSI), NPS, Fix It Right (FIR) & Service throughput.
• Complies with the TSM-FIR, 5S and ANZEN requirements as per Toyota standards
• Performs any other duties and responsibilities that may be assigned from time-to-time by management.

Competences Knowledge
• Automotive and Toyota Product Knowledge
• 7-Steps Service procedures.
• Use of ERP/Dynamic 365/Navision
• MS Office Word and Excel

Skills
• Good Communication skills
• Customer service skills
• Analytical (Attention to Detail)
• Interpersonal Skills
• Planning & organization
• Quick & efficient

Behavioural attributes
• Empathy towards customers
• Sales-minded attitude
• Integrity and Trust
• Prioritization
• Stress Management & Resilience
• Adaptability & Flexibility

Experience and Educational
Qualifications
• A Bachelor’s Degree/Diploma in Mechanical, Automotive and Power Engineering or related course.
• At Least 2 years’ experience in the Automotive industry
• Driving competence in Manual & Auto Transmission (Current and valid
• driver’s license)


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

Applications may be sent to: hr@airdinternational.org 

All Jobs

QUICK ALERT SUBSCRIPTION