Service Manager

SUMMARY:
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POSITION INFO:

Department: Aftersales / Service

Reports to: Dealer Principal / Aftersales Director

Brands: UD Trucks (Japanese Technology) & FAW (Chinese Technology)

Sector: Heavy Commercial Vehicles (HCV) & Logistics

Role Summary

We are seeking a strategic and commercially minded Service Manager to lead our dual-brand truck workshop. In this role, you are not just managing repairs; you are managing our clients' business continuity.

You will oversee the profitability, efficiency, and standards of both the UD and FAW service operations. Your primary goal is to maximize Workshop Absorption and minimize Vehicle Downtime for our fleet customers. You must balance the technical precision required by UD’s advanced telematics with the robust, high-value maintenance demands of the FAW fleet.

Key Responsibilities

1. Financial & Operational Management

• Profitability: Manage the Departmental P&L. Achieve targets for Gross Profit, Labour Sales, and Parts Sales penetration.

• Absorption Rate: Drive workshop efficiency to ensure service gross profit covers 100% of the dealership’s fixed costs (Absorption Target).

• Workflow: Oversee the scheduling of both "scheduled maintenance" and "unscheduled breakdowns" to maximize bay utilization.

• WIP Control: Rigorous management of Work in Progress (WIP) to ensure fast invoicing and cash flow.

2. Fleet Management & Customer Retention

• Uptime Focus: Implement strategies to turn trucks around in the shortest possible time. Every hour a truck sits in our bay is revenue lost for the client.

• SLA Management: Manage Service Level Agreements (SLAs) with major national fleet accounts, ensuring adherence to specific labor rates and parts discounts.

• 24-Hour Assistance: Manage the 24-hour breakdown standby roster, ensuring technicians are available and equipped for roadside repairs.

3. Brand Compliance (UD & FAW)

• UD Trucks: Ensure compliance with UD’s "Gemba" standards, Telematics monitoring, and maintenance contract processing (UD Trust).

• FAW Trucks: Manage warranty claims and parts ordering specific to FAW supply chains, ensuring cost-effective repairs for budget-conscious operators.

• Warranty Audits: strict adherence to the differing warranty policies of both OEMs to prevent claim debit-backs.

4. Team Leadership & Safety

• Staffing: Lead a team of Foremen, Diesel Technicians, Apprentices, and Service Advisors.

• Training: Ensure technicians are certified on key models (UD Quester/Croner/Quon and FAW JH6/J5).

• OHS: Strictly enforce Occupational Health & Safety standards, particularly regarding heavy lifting, pit safety, and hazardous materials.

Requirements & Qualifications

• Experience:

  • Minimum 5-7 years in Dealership Service Management.

  • Heavy Commercial Vehicle (HCV) experience is essential. (Candidates with only Passenger Car experience will struggle with the 24/7 nature of this role).

  • Experience with UD Trucks or FAW is highly advantageous.

• Education:

  • Qualified Diesel Mechanic (Trade Test) preferred.

  • Tertiary qualification in Business Management or Logistics is a plus.

• Skills:

  • Strong financial acumen (ability to read and interpret financial statements).

  • Proficiency in Dealer Management Systems (e.g., Automate, Kerridge, Evolve).

  • Knowledge of Telematics Systems (tracking truck health remotely).

Key Competencies for Trucking

• Crisis Management: Ability to stay calm and make decisions when a major fleet client has a breakdown at 2:00 AM.

• Negotiation: Ability to explain necessary repairs to Fleet Managers who track Cost Per Kilometer (CPK) down to the cent.

• Dual-Brand Agility: Understanding the difference between the Premium/Technology customer (UD) and the Value/Robust customer (FAW).