Technician Team Leader/Auto Chief Technician

Financial Job Dimensions

Degree of supervision

Level of Authority

Purpose of the Job

Supervise service floor operations in the Center in terms of facility, manpower and service marketing to achieve targets in areas of customer satisfaction, customer retention, gross service sales and net profit by adhering to the company mission, vision and values and applying the operating standard procedures.

Key Accountabilities: Description

Key Accountabilities: Performance Indicators

Major Activities

1. Assist the Service Manager or Workshop Floor Manager in the center’s achievement of quality vehicle repairs, man-hour sales, GDI and increase customer retention through efficient distribution plans for the service operations, effective after sales marketing campaign and high operation productivity.
2. Delivers the assigned service team accomplishment through proper manpower distribution, providing skills training and periodic performance evaluation to motivate service team to achieve peak productivity in a performance driven learning culture.
3. Assist assigned service team to achieve pre-determine center operational targets by defining and preparing business plans to meet operation targets determined by the Center Management.
4. Assist the Service Manager or the Workshop Floor Manager in the identification of the assigned service operations’ manpower requirement and ensure that required number of qualified staff are placed and hired in the service operations to meet company productivity standards.
5. Monitor and coordinate the over-all performance of the service teams to ensure that the centre business performances are met by taking corrective action in conjunction with the Center after sales management, whenever required.
6. Assists Technician in solving high-technical problems such as NVH related cases by conducting Diagnostic test and examination to ensure that the appropriate repair is done and avoids unnecessary replacement of spare parts.
7. Ensures that repairs are done as per customer’s request through proper job assignment according to the technician’s skill and expertise within the promised delivery time and estimated cost to meet the customer satisfaction.
8. Ensures highly satisfied Guest by supporting a Guest Centric and Fix-It-Right mindset to the assigned service team to achieve high quality after sales activities through an effective networking with other Chief Technicians in the Center in accordance to service standards.
9. Supervise the assigned after sales activities to monitor all activities are carried out as per the company’s policies and procedures through effective communication and monitoring.
10. Coordinates with the Service Advisor through proper job assignments, preliminary diagnostic procedures and final inspection of the car to ensure that satisfactory repairs are done as per the customers’ demands.
11. Make orders and follows-up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish the repairs and timely delivery of the car to the customer.
12. Analyses the technical information and service bulletins and disseminate the same to the assigned service team through regular meetings in order to enhance technical skills of the team members.
13. Supervises the daily functional and operational activities of the assigned service team through regular discussions and updates with the assigned service team to achieve smooth after sales business operations.
14. Monitor the assigned service team’s achievements by assisting center after sales marketing campaigns, promoting center Kaizen activities as well as adjustment to business strategies to achieve set center targets.
15. Monitor the utilization of all the service facilities, tools and equipment to ensure that all areas in the Service Center are operating in accordance to the policies related to safety, welfare, integrity and branding image of the company.
16. Monitors the Job Controller in entering correct data (operation number), recording the repairs carried out and updating status of vehicle delivery through supervision of the results of Computerized Time Control Sheets for use in the productivity (man-hour) analyses.

Job Context

Framework, Boundaries & Decision Making Authority

Organizational / Functional Strategic Focus

Minimum Qualifications

Minimum – Diploma in Automotive

Minimum Experience

Minimum 5 years experience in Service 

Job-Specific Skills

• Time Management: Managing one's own time and the time of others.
• Management of Personnel Resources: Motivating, developing, and directing people as they work, identifying the best people for the job.
• Monitoring: Monitoring/Assessing performance of self, other individuals, or organizations to make improvements or take corrective action.
• Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
• Stress Tolerance: Job requires accepting criticism and dealing calmly and effectively with high stress situations.
• Achievement/Effort: Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Computer Skills: Job requires the knowledge in worksheets, word processing, presentation and database management.
• Good Judgement Skills and Decision Making, Social Perceptiveness. 
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• After Sales Related Skills:  Persuasive, Able to deal with stress, patient, persistent.

Languages

Special Certifications / Membership

 Minimum Toyota Master Technician

Competencies