Mercedes Benz Workshop Team Leader

1. JOB DETAILS

Job Title: Team Leader

Division: Automotive

Section: Aftersales

2. JOB PURPOSE

Oversee and ensure optimum utilisation of the available workshop labour and resources to achieve set operational efficiency targets. Ensure the team carries out vehicle repair and service activities in accordance to established quality, safety, and efficiency guidelines as per Mercedes Benz and within set time frames.

3. ACCOUNTABILITIES

Key Accountabilities:

1. Operations: Conduct systematic performance of complex fault diagnosis evaluation and repair processes for all vehicles. Delegate/supervise repair orders to foreman and technician. Discuss repair requirements with service advisor daily. Prepare the team for upcoming jobs; allocate job cards to align the jobs to the skill set and efficiency level.
2. Process Management: Effectively follow up and oversee progress for each job order to meet the agreed deadlines and check parts ordering status daily. Cross-check the original customer complaint in the preorder form against the job card labor operation numbers to ensure agreed repairs are all concluded. Promote safety rules defined for the equipment, instruments, and products. Prepare and conduct a final check and further quality control audit for every vehicle.
3. Warranty: Monitor warranty jobs to ensure proper warranty process handling. Review & assess job cards and other documentation to justify warranty claims and facilitate smooth processing.
4. Parts Requisition: Review service repair Proforma estimates of foreman and service advisor to ensure the required parts and labor lines comply with manufacturer guidelines and contend to required repairs.
5. Performance Management: Monitor and action key performance indicators (KPIs) for performance daily. Increase workshop efficiency and optimize repair processes of individual team members with the transfer of know-how and information on new technical features. Conduct on-the-job training (Technical Health and Safety). Prepare reports for management review. Review workshop figures such as hours sold, hours worked versus idle hours to monitor progress of operational targets.

Team Management: Conduct regular performance reviews, coach, counsel, provide support, and necessary tools. Create and ensure implementation of training plans and programs to enable the team to accomplish their tasks efficiently. Prepare a team presentation for weekly team meetings that highlights Team Performance in a specific timeline.

Job Specific Information: The Team Leader will closely work with the Customers department manager and service team to ensure a high level of customer satisfaction and optimum utilization of workshop premises.

4. COMMUNICATION & WORKING RELATIONSHIPS

Internal: Middle Management

External: Clients

5. QUALIFICATIONS, EXPERIENCE, COMPETENCIES

Qualification: Diploma in Automobile Mechanical Engineering or equivalent. Certification as an Automotive or Diagnostic Technician is preferred.

Experience: 6 – 7 years of minimum customer care & operations experience within an automotive workshop environment. 2 years of experience in a supervisory role within a premium/luxury car brand.

Core Competencies:

1. Communicate with Impact
2. Demonstrate Teamwork
3. Take Analytical Action
4. Deliver Results
5. Develop Oneself
6. Show Adaptability
7. Win with Customers

Skills: Customer Satisfaction, Process Management, Visio, Performance Management, Compliance, Adaptability, Foreman, Documentation