Job Controller

Financial Job Dimensions

Degree of supervision

Close supervision on Daily Operations

Level of Authority

High authority over distribution the job to technicians based on required repair, and full control over the system

Purpose of the Job

Ensures that the job control functions of the center service operations in terms of manpower and facility achieve the targets in areas of customer satisfaction and customer retention by adhering to the company mission, vision and values and applying the standard operating procedures

Key Accountabilities: Description

• Develop Job Card based on required service within set time

• Report job progress and post service follow-up for complaints

• NPS

• System Control accuracy

• determine performance productivity and man-hour sales

Key Accountabilities: Performance Indicators

• 10 Mins of receiving the request

• Frequency of reporting (Daily etc..)

Major Activities

1. Assist in the controlling of the desired jobs based on customer’s requests with the coordination of the Service Advisor on the workshop loading in order to accomplish the repair within promised delivery time, quality standards and estimated cost.

2. Ensures that vehicles waiting for approvals of repair, replacement of spare parts and sublet repair are not being left unattended in working stalls by assigning the repair based on the technical skill of the technician in consultation with the Chief Technician to increase productivity and avoid misuse of man-hours.

3. Communicate with the Service Advisor on the progress of the repair or additional jobs reported by the Chief Technician and obtain approval on additional parts that may be required through proper communication and avoids unnecessary replacement of spare parts.

4. Ensures highly satisfied Guest by following a Guest-Centric and “Fix-It-Right” mindset to the service team to achieve high quality after sales activities through an effective networking with other departments in the Center in accordance to service standards.

5. Informs Chief Technician of the finished jobs to conduct the final quality control tests and necessary arrangements in order to release the vehicle from the system as per the agreed delivery time and to improve customer satisfaction.

6. Assist in the conduct of post service follow-up for complaints, issues and concerns from the customers and report immediately to the service team leaders for appropriate review and resolutions.

7. Confirms from the system that the requested repair is carried out by the assigned Technician to charge labor and materials cost as per company’s flat rate manual and service standards.

8. Ensures the reliability of data encoded into the System by confirming with the Chief Technician and Technician the accomplished job cards in order to generate accurate reports for submission to the management.

9. Improve customer confidence and satisfaction by adhering to the stipulated service operation standard in order to improve customer retention.

10. Coordinates with the Service Advisor and Chief Technician in entering correct data (operation number), recording the repairs carried out and updating status of vehicle delivery through the results of Computerized Time Control Sheets for use in the productivity (man-hour) analyses.

11. Monitors the process card progress in the workshop with the help of the Chief Technician by recording the repairs carried out, time on/off and standard time by encoding the operation number into the Computer System to determine performance productivity and man-hour sales.

Job Context

• The job has direct impact over the repair delivery time and quality

• The job has direct impact over guest satisfaction

• The job has indirect impact over the after-sales quality activities

Framework, Boundaries & Decision Making Authority

• The job holder has direct impact over assigning the job to the right technician based on required service

• The job holder has direct impact over the accuracy of the system and reports

• The job holder has direct impact over supporting solving guest complains

Organizational / Functional Strategic Focus

• The job contributes in achieving the sales target of the organization

• The job has direct impact over the center NPS score

Minimum Qualifications

Minimum - Diploma in Automotive or Equivalent

Minimum Experience

Minimum 3 years experience in Service

Job-Specific Skills

• Time Management

• Active Learning:

• Stress Tolerance

• Inter-Personal Skills

• Good Communication Skills

• Achievement/Effort

• Computer Skills:

• Problem Sensitivity:

• Inductive Reasoning:

• After Sales Related Skills

Languages

English basic knowledge / Arabic Preferred

Special Certifications / Membership

Competencies