Workshop Controller

Jersey

Workshop Controller

We are looking for an experienced, efficient Workshop Controller.

Responsible for ensuring service and repairs are carried out to the highest possible standards. Working between the Service Reception and the Technicians an ability to motivate the team to exceed customer expectations would be a natural skill that our Workshop Controller possesses.

Reporting To

Service Manager / Operations Manager

Objectives

• Ensure efficient workshop use of materials, equipment and labour so service and repairs are carried out to the highest quality standards
• Achieve the highest level of customer satisfaction and retain existing custom through the workshop
• Improve the future labour levels by consulting and co-operating with after-sales reception staff and the Service Manager/Operations Manager
• Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines
• Help Retailer to achieve industry-leading standards of process efficiency and cost control

Measures

• Labour sales to achieve budget
• Margins to achieve budget
• Cost control
• VQM / Retailer audit against standards and guidelines
• Customer satisfaction:
• CEM
• Image builder
• Recorded service experience
• Retention (repeat purchase)

Key Tasks

Objective: Ensure efficient workshop use of materials, equipment and labour so service and repairs are carried out to the highest quality standards
• Monitor progress of jobs in the workshop and advise service reception of any delays or issues
• Control wastage of consumable materials (including appropriate measures to prevent the theft of oil and other sundry items)
• Ensure jobs are fairly allocated to technicians and mechanics and that there are adequate staffing levels to achieve workshop objectives
• Ensure maximum use of equipment and labour to achieve high productivity output
• Develop strategies to improve productivity in accordance with growth plan

Objective: Achieve the highest level of customer satisfaction and retain existing custom through the workshop
• Maintain a clean, well-decorated and tidy workshop to achieve the highest standards of workshop presentation
• Receive and assist all customers courteously and promptly 
• Handle dissatisfied customers calmly, resolve complaints with sensitivity and involve others when necessary
• Work closely with service department personnel to achieve the highest levels of customer satisfaction
• Endeavour to enhance facilities, improve technical skills and achieve high standards of workmanship

Objective: Improve the future labour levels by consulting and co-operating with aftersales reception staff and the Service Manager/Operations Manager
• Assist the Service Manager/Operations Manager to ensure optimum staff performance and efficiency is achieved at all times through the correct recruitment, assessment and training of all workshop personnel
• Establish the training and development needs of workshop personnel with the Service Manager/Operations Manager
• Assist the Service Manager/Operations Manager in the preparation and administration of Performance Development Reviews with all workshop personnel. Communicate job expectations and provide regular feedback of the teams’ performance
• Maintain effective liaison with other departmental managers

Objective: Ensure all work is completed safely and complies with Retailer, manufacturer and industry guidelines
• Circulate new and updated technical material, literature for new vehicles and revised workshop techniques
• Ensure customers are protected from any possible dangers or hazards in the workshop area and their property is secure whilst on company premises
• Monitor and check the safety of equipment and materials. All used parts should be removed from the workshop
• Follow minimum operating standards and regularly check compliance. Ensure the workshop and equipment comply with all Health & Safety, recycling and environmental regulations
• Maintain direct contact with suppliers, and statutory representatives

If you feel that you have the necessary attributes for this position and would be interested in applying for this role,  To apply please email your CV to careers@jacksons.je

Your application will be dealt with in a professional and discreet manner.

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