Floor Supervisor

Position: Floor Supervisor

Reporting to:

Qualification and Experience:

Industry:

Key Responsibilities:

Service Operations Management:

1. Oversee Daily Service Operations:

• Supervise the daily operations of the service department, ensuring smooth workflow for vehicle repairs, maintenance, and diagnostics.
• Ensure timely and accurate completion of service jobs, adhering to scheduled timelines for vehicle servicing and repairs.
• Manage the allocation of work to technicians based on their expertise and the type of service required.

1. Vehicle Inspections and Service Coordination:

• Oversee the intake of vehicles for servicing, ensuring proper documentation of customer complaints and service requirements.
• Coordinate with service advisors and technicians to ensure accurate diagnostics and assessments for each vehicle.
• Ensure that vehicles are prepared for service, including proper identification of issues and the required parts.

Supervision of Service Technicians:

1. Lead and Manage Service Team:

• Supervise and mentor a team of service technicians, mechanics, and service advisors.
• Assign tasks to service staff based on their skills, job priority, and available resources.
• Provide technical guidance and support to ensure service jobs are completed correctly and efficiently.
• Monitor the quality of work performed by technicians, ensuring that it meets company and manufacturer standards.

1. Training and Skill Development:

• Ensure that technicians are continuously trained on new vehicle models, repair techniques, diagnostic tools, and safety standards.
• Identify skill gaps within the team and recommend or organize training programs to enhance the team’s capabilities.
• Foster a learning environment that encourages technicians to improve their technical expertise and problem-solving skills.

Quality Control and Performance Monitoring:

1. Ensure High-Quality Service Standards:

• Monitor the quality of service being provided to customers, ensuring repairs and maintenance meet established industry standards and customer expectations.
• Conduct inspections of completed service jobs to ensure all work is done correctly and no issues are overlooked.
• Implement corrective actions if quality issues or service delays occur, ensuring minimal rework and customer dissatisfaction.

1. Maintain Service Efficiency:

• Track and measure technician performance, ensuring work is completed within the estimated time frame.
• Implement measures to optimize efficiency in the service area, reducing downtime and maximizing productivity.
• Address any issues related to delays in repairs, spare parts shortages, or technician availability to ensure timely service.

Customer Interaction and Satisfaction:

1. Customer Communication:

• Oversee communication between service advisors and customers regarding the status of their vehicles, expected repair timelines, and any additional work required.
• Ensure that customers are informed of progress during service and any unforeseen issues that may affect the completion time or cost.
• Handle customer complaints or concerns regarding service quality, ensuring prompt and satisfactory resolution.

1. Service Follow-up:

• Ensure service advisors follow up with customers post-service to check satisfaction levels and address any issues or concerns.
• Monitor feedback from customers and use it to improve service processes and customer experience.

Parts and Inventory Management:

1. Oversee Parts Inventory:

• Coordinate with the parts department to ensure that required parts and materials are available for scheduled service jobs.
• Monitor inventory levels of commonly used parts, ensuring timely restocking to avoid service delays.
• Maintain records of parts used for each service job and ensure proper handling and storage of parts in the service area.

1. Parts Ordering and Cost Control:

• Ensure that parts are ordered promptly and efficiently to meet the needs of the service department.
• Monitor and control parts usage to prevent waste, manage costs, and optimize inventory turnover.

Compliance, Safety, and Reporting:

1. Adhere to Safety and Regulatory Standards:

• Ensure that service technicians follow safety protocols and industry regulations when working on commercial vehicles.
• Oversee the proper use of personal protective equipment (PPE) and ensure that safety equipment and tools are maintained.
• Ensure compliance with environmental standards, such as the proper disposal of hazardous materials or waste from vehicle repairs.

1. Maintenance of Service Records:

• Maintain accurate records of all service jobs, repairs, maintenance schedules, parts used, and customer interactions.
• Ensure that all service documentation is properly completed, including work orders, invoices, and service reports.

1. Reporting to Management:

• Provide regular reports to service department management, highlighting key performance indicators (KPIs), such as service completion times, technician efficiency, and customer satisfaction levels.
• Report on any operational challenges or resource needs that may impact the service department’s performance.
• Track and report on warranty claims, repairs, and any issues that could affect customer retention or operational efficiency.

Operational Efficiency and Cost Management:

1. Service Process Improvement:

• Identify inefficiencies in the service department and recommend or implement process improvements to reduce turnaround time and increase customer satisfaction.
• Utilize data and feedback to enhance workflows, minimize downtime, and optimize labor utilization in the service department.
• Analyse service job costs, identifying opportunities to reduce unnecessary expenditures and improve profitability.

1. Ensure Optimal Utilization of Resources:

• Ensure that service bays, tools, and equipment are efficiently utilized to maximize productivity.
• Oversee the upkeep and maintenance of service equipment, ensuring all tools and machinery are in working order to prevent delays.

Core Competencies

1)    Customer Relationship Management

2)    Accuracy

3)    Team Co-ordination.

4)    Result Oriented

5)    Analytical and Business Acumen