As Service Manager, you are fully responsible for planning, controlling and increasing efficiency of Service and Logistics operations. In this function, you ensure that strategic and operational goals are met and that the derived measures are implemented. In addition, you are responsible for designing all processes within the Service and Parts department and ensuring that these are followed in order to maintain a constantly high customer satisfaction level as well as a positive image. Responsibilities 1. Business and profit planning as well as representation of Service and Logistics

• Define a vision and derive strategic and operative objectives.
• Develop appropriate performance indicators for Service and Logistics derived from the corporate strategy in coordination with Management as well as neighboring departments.
• Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput).
• Monitor and manage Service and Logistics by means of consistent observation and analysis of key figures.
• Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary.
• Ensure that vehicle hand-over is done according to distributor standards.
• Ensure that the customer is introduced to the After-Sales department.

• Ensure systematic and cross divisional service and parts market development within Service and Logistics.
• Creation of marketing plans for Service and Logistics.
• Develop marketing measures for customer loyalty and acquisition.
• Implement available marketing measures for sales support.
• Sustain the effectiveness of marketing measures and communicate to the entire executive management team.

• Develop, communicate and monitor quality targets and process standards given the manufacturer’s specifications.
• Ensure consistent quality of work, processes, repairs, and advisory service.
• Plan and optimize work processes as well as their interfaces, with the aim of the best possible customer support.
• Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI).
• Ensure consistent customer relations management (CRM) across divisions and sales stages.

• Develop a professional and sustainable complaint process as well as the interfaces, in the interest of the best possible customer support.
• Plan clear guidelines, rules of conduct and performance standards for complaint management.
• Develop employees’ awareness of the goals and tasks of professional and sustainable complaint management.
• Plan and participate in regular communication as well as closely work together with Sales Management to ensure ongoing communication with respect to complaints, with the aim of achieving high customer satisfaction.

• Ensure that the overall work environment (work procedures, workplaces) meet the Employer’s Liability Insurance Association and legal requirements.
• Ensure compliance with the statutory regulations for environmental protection, occupational safety and health, and fire safety in the Service and Parts/Accessories departments.
• Ensure regular and necessary instruction in safety measures.

• Monitor the performance of responsible managerial staff in Service and Logistics given corporate goals (e.g. on the basis of target agreements).
• Planning available personnel for Service and Logistics (if necessary in cooperation with the HR department) as well as conduct application and hiring interviews.
• Ensure regular and efficient communication with and between the employees, as well as conducting prepared, individual and annual employee appraisals.

• Bachelor’s or master’s degree in related field.
• 5 - 7 years of professional experience in automotive Aftersales
• Solid professional experience in personnel management and heading teams
• Solid professional experience in dealing with customers and suppliers