WORKSHOP CONTROLLER-JAGUAR LAND ROVER

The incumbent is required to manage the Workshop Team to deliver an outstanding customer experience following the Jaguar Land Rover Service Experience Framework

The following opportunity exists within the Stewart’s Automotive Group for a highly skilled, results-oriented individual, with strong leadership skills, to fill the position of:

                               WORKSHOP CONTROLLER-JAGUAR LAND ROVER

Job Summary: To incumbent is required to manage the Workshop Team to deliver an outstanding customer experience following the Jaguar Land Rover Service Experience Framework.

Reports to: Service Manager or Group Aftersales Manager

KEY RESPONSIBILITIES OF THE POSITION:

APPOINTMENT AND ARRIVAL PREPARATION

1. Supports the Service Advisors 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
2. 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

1. Manages workshop loading and the allocation of work (including Approved PDI work) to individual Technicians to optimise workshop productivity and customer satisfaction. Works with the colleagues in the Service and Parts teams to plan vehicle collection and delivery times with drivers.
2. 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.
3. Uses an understanding of JLR Warranty Policies to determine which repairs can be categorised as warranty work. Uses JLR systems (DDW/WASP, GWMS) to obtain warranty information and obtain authorisation, if required.
4. Works with Master Technicians to resolve complex technical problems, escalating issues to the JLR Technical Service team as required (e.g. by submitting a FRED, TA or ePQR to JLR’s Dealer Technical Services team)
5. Updates the Service Advisors 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
6. Ensures that an accurate, complete write-up is provided for each job to help the Service Advisors explain it to the customer and provide the information that is required for warranty claims (transparent, dependable)
7. Takes the time to talk to customers to explain more complex technical repairs, to personalise the experience and make the customer feel special.
8. 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.
9. Ensures that the workshop maintains good standards of health and safety, and environmental impact/sustainability.
10. Ensures that each vehicle entering the workshop goes through the eVHC process. Supports the Service Advisors to communicate the details, cost and time required for any additional work to the customer

COLLECTION

1. 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.
   1. 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

1. 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
2. Monitors the day-to-day performance and training of each Technician, provides feedback on performance and manages any underperformance
3. 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.
4. Works with the Service Manager to recruit new Technicians and develop a succession plan for the workshop.

DRIVES IMPROVEMENT

1. Organises team meetings to share workshop KPIs and discuss how to improve workshop performance
2. 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
3. Liaises with the Jaguar Land Rover Regional Technical Manager to review workshop performance and identify improvement opportunities
4. Takes a proactive approach to identify any recurring problems which affect the customer experience, and raises these with the appropriate colleague (e.g. the Service Manager). Leads or supports projects to deliver continuous improvement to ways of working

Qualifications, Knowledge, Skills and Abilities:

• Qualified motor trade expert with professional certification from a recognized tertiary institution.
• A minimum of five years’ work experience in a similar capacity.
• Permanent autodidactic training.
• Leadership skills with a proven track record in motivating and managing teams
• Good knowledge of computer and web-based systems
• Good written and oral skills
• Customer oriented thinking and actions
• Prior experience working with the JLR marque, would be an asset
• Must possess a valid General Driver’s License

Stewart’s Automotive Group thanks all applicants, however, only shortlisted candidates will be contacted.