Service Reception Manager - Ferrari/Maserati (Dubai)

Job Purpose

To lead the service function for the brand, develop and implement plans and programs in order to achieve service targets in terms of revenue, quality and effective customer service.

Functional Responsibilities

• Receive and greet customers cheerfully. Check the labour hours available and book the customer accordingly. Discuss servicing/ repair needs, accurately record the same and intimate the concerned Service Advisor while putting the customer‘s name and details on the service board/ repair order.
• Ensure that the customer is never left unattended. Assist the customer and direct him to the assigned Service Advisor while indicating customer arrival on the service board. Ensure Service Advisors call the customers to enquire on arrival delays and rebook the service if requested.
• Organize and manage the shuttle service and accurately maintain the log of the service. Maintain log books for courtesy cars.
• Effectively handle customer complaints. Patiently address issues and discuss the same with the Service Advisors. Ensure service advisors follow the process in receiving/ delivering vehicles.
• Follow up on repeat complaints with the workshop to ensure the problem is effectively resolved.
• Follow up on WIP, analyze delays and intimate the customer on reasons for delays in delivery.
• Liaison with call center reports and follow up with those customers to ensure resolution of complaints and customer satisfaction.
• Effectively coordinate activities and information between the operators, service advisors and workshop to enable smooth workshop operations.
• Maintain cleanliness standards for the reception area, manage the work space, ensure the service boards are regularly updated and adhere to the workshop processes.
• Liaison with parts department on delivery delays and provide administrative support to the service advisors and workshop team for follow up matters.
• Liaison with sales to confirm details on service contracts, update the same in the system and process accordingly.
• Monitor the cars taken out for test drives, manage the gate pass system and ensure timely ordering of workshop stationary.
• Guide and motivate subordinates to enable them to maintain high degree of operational efficiency at all time
• Manage reception drivers and car cleaners to ensure vehicles are moved efficiently in the reception area.
• Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher level roles

Key Recruitment Criteria

• Overall 5 to 7 years experience in Service Reception with minimum 3 years’ experience in the capacity of Service Reception Manager 
• Must have experience in Luxury Brands as Service Reception Manager