Sales, Marketing & Profitability:
a. Ensure that the Bodyshop Department achieves its financial objectives by ongoing (period by period) examination of management accounts, system information, daily operating controls and manufacturers composite figures (monthly).
b. Ensure the necessary improvements and corrective actions are taken where variations from target achievement occur or inadequate performance is suspected.
c. Ensure accurate estimating, costing and invoicing in the department.
d. Ensure premises and equipment and other assets are controlled and used effectively.
e. Ensure that all non-account customer excess payments and VAT/ other charges are received prior to delivery of vehicles
f. Ensure all parts received and paint and materials purchased are controlled and sold at the required profit.
g. Ensure a fair distribution of work between all technicians, commensurate with their skills and experience.
h. Review all open jobcards (daily) and report any ongoing and occurring work in progress problems to General Manager.
i. Assist in the correct evaluation and justification of bodywork warranty claims and provide comprehensive explanations thereof.
Customer Relations:
a. Ensure a customer satisfying experience through an outstanding level of finish and repair quality.
b. Ensure vehicle cleanliness is maintained to the highest order during repair.
c. Communicate with customers effectively and courteously as and when necessary.
d. Minimize unnecessary customer expense while ensuring that all necessary work and preventative maintenance is undertaken.
e. Ensure that all staff are committed to the principles and ethics of Your Dealership Ltd and that these principles form the cornerstone of customer relations management.
Control of costs:
a. Ensure that all vehicles worked on have proper and authorized approval for the repairs to proceed.
b. Maintain effective control of expenses in line with objectives by viewing daily sales and profit reports, periodical examination of management accounts and reviewing other business information.
c. Maintain daily workshop timekeeping and labor productivity records to monitor the effective use of technician and productive labor. Monitor hours attended and worked in order to achieve labor efficiency targets.
d. Minimize VOR, Emergency Order and other charges by careful and planned use of parts ordering facilities while avoiding any adverse impact on customer satisfaction.
e. Examine (weekly) sales ledger information to ensure all outstanding debts have been collected within due time periods set, and customer queries and concerns responded to and resolved within 24 hours of being raised.
f. Establish and maintain a training needs analysis (T.N.A.) to provide satisfactory levels of knowledge, skill, job satisfaction and cost-effective development of all Bodyshop personnel.
Business Development:
AUTHORITY LEVEL
Maintain close scrutiny of developments, legislation and events in the motor industry which will impact on future business opportunities or trading practices.
Expenditure:
a. Purchase paint and materials within agreed target figures.
b. Agree discounts within dealership policy.
c. Purchase other products and services necessary to the effective functioning of the department within agreed spending limits.
Personnel:
Recruitment and dismissal of all Bodyshop staff in accordance with current employment legislation and subject to General Manager’s and Personnel Manager’s approval.
Operational:
Authority to grant credit and amend or change terms of trading within limits set by the General Manager and Dealership Accountant.
Customer Service
a. Provide all Your Dealership Ltd customers with a level of service that will achieve the highest level of customer satisfaction, retention and loyalty.
b. Seek to improve all aspects of quality and minimise customer complaints, dissatisfaction and defection.
c. Develop all members of staff to achieve the highest levels of performance in order to guarantee a. & b. above.
Staff:
a. To determine and set up the levels and suitability of staff required to achieve the established departmental targets and objectives.
b. Recruit, and train Bodyshop staff subject to authority delegated to line managers.
c. Recruit the agreed number of apprentices and trainees. Ensure that training and development processes are fully maintained so that future productive personnel requirements are satisfied.
d. In consultation with the Personnel and Training Manager, establish training and development needs for all staff, plan programmers, arrange courses and maintain records of training. Ensure that up-to-date and accurate documentation is maintained to allow for grant and fee redemption if available from time to time.
e. Ensure that in-dealership training takes place using skilled staff members to provide the highest standards of training in a cost-effective manner.
f. Work closely with and motivate all staff in the department in order that they work with the highest degree of commitment and attention to customer needs.
g. Build relationships with all staff in order to provide them with all necessary support, coaching and encouragement so as to improve all aspects of their job performance.
h. Operate the Your Dealership Ltd Staff Performance Appraisal System and ensure actions are taken on results.
i. Operate and maintain record keeping and medical screening as required by C.O.S.H.H. and E.P.A.
j. Establish and review salary scales, incentive schemes and other employee benefit systems within Your Dealership Ltd Payplan structure in conjunction with and with authority from the General Manager.
Administration:
a. Ensure that all administrative and clerical functions within the Bodyshop Department are carried out in accordance with dealership policies. Such functions will include (but are limited to) Parts special order systems, Warranty claims, parts ordering and returns, customer follow-up, workshop loading, estimating, invoicing, daily operating controls and compliance with consumer laws and franchise standards.
b. To ensure that all estimating systems and Time Operations are interpreted correctly in order to maximize the hours recoverable on each job.
c. Review with General Manager all departmental activities and reporting systems.
d. Define, set up and maintain safety and security procedures of the highest order to protect customers, all property and personnel.
e. Review the operation of Bodyshop equipment for condition and accuracy of calibration. Ensure routine and unscheduled maintenance is carried out in accordance with manufacturers guidelines and operational requirements.
f. Maintain the systems that control the safe use and serviceable condition of courtesy vehicles. Ensure that systems allow for compliance with legislation and driver identification
g. Administer warranty policy in a cost-effective manner while maintaining the best interests of dealership, manufacturer and customers.
h. Review daily and formally at least weekly jobs in work in progress and/or uncosted jobs and report thereon to the General Manager and Dealership Accountant.
i. Review and report at least weekly special order parts outstanding on customers vehicles and counter sales.
j. Discuss with the General Manager all departmental activities, results, concerns and report on systems failures and resource inadequacies
Communications:
a. Advise the General Manager on all Bodyshop related matters.
b. Maintain a professional and courteous relationship with all other departmental managers.
c. Develop and maintain an effective line of communication with manufacturers, suppliers, statutory representatives and all other contacts.
d. Advise, support and give confidence and backup to staff as required on structural repair, cosmetic and refinishing problems and their consequences.
e. Maintain open communication and dialogue with all Bodyshop staff.
Marketing:
a. Design, evaluate and initiate Aftersales marketing plans within agreed budgets.
b. Establish a system of easy contact in the event of loss or damage to the vehicle and ensure that all customers are aware of their right to choose their repairer.
c. Working with sales and other departments, initiate a system to ensure all vehicle buyers/owners and other customers are introduced to and where appropriate referred to, all other departments and key personnel.
d. Investigate and resolve customer complaints and keep records of these together with customer congratulations for present and future use. Use results of this information to determine actions to be taken by the dealership.
e. Ensure that the customer database is updated and cleansed as necessary.
f. Ensure that any electronic information such as email links and website data is accurate, up to date and in compliance with legislation. Ensure that data is held in a manner as required by the Data Protection Acts.
g. To seek additional sources of profit opportunity by expanding and diversifying into other areas such as SMART repairs.
Finance:
a. Regularly review pricing and pricing policies, labor rates, insurance company discounts, parts pricing, additional charges and other Bodyshop charging policies.
b. Monitor and review Bodyshop department financial performance daily in line with Daily Operating Control information produced.
c. Monitor bodyshop productive and utilization performance daily, in total and by individual technicians.
d. Monitor the size, condition and age of courtesy vehicle fleet and replace at intervals congruent with dealership standards, Insurance Company requirements and franchise conditions.
e. Monitor all outstanding overage debtors and any unauthorized cash customers on a regular (weekly) basis and take requisite action. Meet with Dealership Accountant to agree actions to collect sums as deemed appropriate.
f. Monitor warranty claim submissions, rejections and resubmissions together with manufacturers credit notes and S.B.I.s received. Review short payments, report on losses and take action as appropriate.
g. Maintain day to day control of departmental and other costs in order to minimize the company expenses without adversely affecting service levels or company standards.
