KEY RESPONSIBILITIES

Workshop Operations

• Manage the day-to-day operations of the workshop.
• Coordinate vehicles from reception and assessment through repair, quality control and final delivery.
• Plan and allocate workshop jobs to technicians and monitor progress.
• Ensure jobs are completed within agreed turnaround times.
• Monitor quality of repairs and minimise rework.
• Ensure workshop equipment, tools and resources are properly utilised.

Customer & Service Advisory

• Act as the key link between customers and the workshop.
• Receive customers and understand their vehicle repair and service requirements.
• Prepare and coordinate quotations, job cards and work orders.
• Keep customers informed on repair progress, costs and completion timelines.
• Handle customer complaints and resolve service-related issues professionally.
• Build relationships that encourage repeat business and referrals.

Accident & Insurance Repairs

• Coordinate accident-related repairs from assessment through completion.
• Liaise with customers, insurance companies, assessors and other relevant parties.
• Follow up on estimates, approvals and repair authorisations.
• Ensure accident repair documentation is accurate and up to date.
• Monitor accident-repair jobs to ensure timely completion.

Business Development & Sales

• Actively generate new workshop business.
• Identify opportunities for servicing and repairing vehicles belonging to corporate and fleet customers.
• Develop and maintain relationships with potential and existing customers.
• Pursue opportunities in fleet servicing, accident repairs, mechanical repairs and related services.
• Build a strong pipeline of workshop jobs.
• Contribute directly to increasing workshop utilisation, sales and revenue.

Staff Management

• Supervise workshop staff and technicians.
• Allocate work and monitor productivity.
• Promote discipline, teamwork and professional conduct.
• Monitor individual and team performance.
• Identify training and development needs.
• Ensure staff comply with operational and safety requirements.

Commercial & Performance Management

• Monitor workshop sales, revenue and profitability.
• Track jobs received, completed and pending.
• Monitor turnaround times and workshop productivity.
• Control wastage, unnecessary delays and rework.
• Prepare regular reports on workshop operations and performance.

QUALIFICATIONS & EXPERIENCE

• Diploma or Degree in Automotive Engineering, Motor Vehicle Technology, Mechanical Engineering or a related field.
• At least 5 years’ relevant experience in automotive workshop operations, after-sales, fleet or a related environment.
• Demonstrated experience supervising technical/workshop teams.
• Practical knowledge of vehicle servicing, maintenance and repair processes.
• Experience in accident repair and insurance-related processes.
• Experience in customer service/service advisory.
• Demonstrated ability to generate business and grow workshop revenue.
• Strong understanding of job cards, quotations, job costing and workshop processes.
• Valid driving licence.

KEY COMPETENCIES

• Workshop operations management
• Automotive technical knowledge
• Service advisory
• Accident and insurance repair coordination
• Business development and sales
• Fleet customer management
• Customer relationship management
• Staff supervision
• Negotiation and communication
• Problem solving
• Commercial awareness
• Planning and organisation
• Ability to work under pressure