Workshop Manager – Bodyshop

Reports to: Service Manager or After-Sales Manager:

• Manages the Workshop team to deliver an outstanding customer experience.

Key Responsibilities:

Appointment and arrival preparation:

• Supports the Service Advisor to ensure that the customer’s requirements are fully recorded on the Repair Order (Job Card) to provide an accurate and complete record of the customer’s requirements and validate the Workshop time provided to complete the work
• Works with the Parts team to ensure that parts are available and pre-picked ready for the customer’s vehicle to arrive in the workshop

Repair:

• Manages workshop loading and the allocation of work (including Approved PDI work) to individual Technicians to optimize workshop productivity and customer satisfaction.
• Works with the colleagues in the Service and Parts teams to plan vehicle collection and delivery times with drivers
• Ensures that each vehicle entering the workshop goes through the eVHC process. Supports the Service Advisor to communicate the details, cost and time required for any additional work to the customer
• Manages the work on the vehicle to ensure that all the jobs detailed on the Repair Order (Job Card) are completed and that the full suite of JLR Technical Support materials (e.g. TOPIX) are used by Technicians, resulting in a repair which is Right First Time
• Uses an understanding of JLR Warranty Policies to determine which repairs can be categorized as warranty work. Uses JLR systems (DDW / WASP, GWMS) to obtain warranty information and obtain authorization if required
• Works with Master Technicians to resolve complex technical problems, escalating issues to the JLR Technical Services team as required (e.g. by submitting a FRED, TA or ePQR to JLR’s Dealer Technical Services team)
• Updates the Service Advisor on the progress of each vehicle in the workshop so that they can update the customer and obtain approval from the customer for any additional work
• Ensures that an accurate, complete write-up is provided for each job to help the Service Advisor explain it to the customer and provide the information that is required for warranty claims (transparent, dependable)
• Takes the time to talk to customers to explain more complex technical repairs, to personalize the experience and make the customer feel special
• Ensures that all work detailed on the Repair Order is completed and Quality Controlled so that the customer’s expectations will be met when they collect their vehicle and they will feel that the Retailer has been transparent, dependable and easy to do business with
• Ensures that the workshop maintains good standards of health and safety, and environmental impact/sustainability

Collection:

• Checks that the Technician has completed the work and the Repair Order has been completed to the required standard. Carries out a quality check on the repair, including a road test if required
• Arranges for the vehicle to be washed and vacuumed to the JLR standard and parked in a designated area ready for collection by the customer or a Service Delivery Driver

Leads The team:

• Manages the working patterns (e.g. rotas) for the workshop team, to ensure that the required number and mix of Technicians is available as required
• Monitors the day-to-day performance and training of each Technician, provides feedback on performance and manages any under-performance
• Coaches Technicians to develop their knowledge of Jaguar Land Rover products, technologies or systems and ensures that they complete the training provided by Jaguar Land Rover for their role
• Works with the Service Manager to recruit new Technicians and develop a succession plan for the workshop

Drives Improvement:

• Organizes team meetings to share workshop KPIs and discuss how to improve workshop performance
• Works with the Service Manager to ensure that equipment and tooling in the workshop meet JLR Retailer Standards and the demands of changing service volumes
• Liaises with the Jaguar Land Rover Regional Technical Manager to review workshop performance and identify improvement opportunities
• Takes a proactive approach to identify any recurring problems which affect the company

• Minimum 3 years of experience.
• Must have experience in bodyshop