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Business Development - Service Manager

Closing: Aug 18, 2022

9 days remaining

Published: Jul 21, 2022 (19 days ago)

Job Requirements

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Job Summary

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About us

Sparepap is an early stage B-B-C e-commerce Company co-founded in April 2019 that aims to streamline accessibility to spare parts, accessories and mechanical services for the automobile industry. Our value proposition to our customers is that we are a one-stop digital hub for car spare parts dealers, mechanics and customers in need of car servicing and/or in search of purchasing car parts at an affordable rate!

Why choose us?

We value your time hence an easy navigation process on our App, we have a wide collection
of car-parts both new and refurbished as well as a pool of qualified, vetted and appraised mechanics available to service your vehicle on-demand.

For this and more, our savvy and dedicated team is constantly re-engineering our customer experiences and ensures our sole mission of value and speed is felt as you navigate through our various product/service pillars available. You can view our page on Website https://sparepap.com


Position Overview

The Service Manager is responsible for excellent customer service provision and business growth on the SparePap platform for service bookings in garages, service centres and workshops; and also for the acquisition, training, deployment and performance of SparePap’s online on-demand mechanics. To succeed in this role he/she must be knowledgeable about vehicle service management, workshop and service centre operations; the parts ordering process and the car servicing sector generally. He/She must also know mechanic operations systems, understand the mechanic/client relationship and online mechanic service ordering processes.

As a client facing role, he/she must be a good communicator and a quick problem solver. (S)He should be honest in communicating reports to customers and mechanics and be a swift executor of all delegated assignments. From time to time the incumbent shall undergo rigorous capacity building to refresh their knowledge on car services positioning them as top preferred
professionals with visible up-voted service status for the pull effect of other existing users on the app.


Responsibilities

About us

Sparepap is an early stage B-B-C e-commerce Company co-founded in April 2019 that aims to streamline accessibility to spare parts, accessories and mechanical services for the automobile industry. Our value proposition to our customers is that we are a one-stop digital hub for car spare parts dealers, mechanics and customers in need of car servicing and/or in search of purchasing car parts at an affordable rate!

Why choose us?

We value your time hence an easy navigation process on our App, we have a wide collection
of car-parts both new and refurbished as well as a pool of qualified, vetted and appraised mechanics available to service your vehicle on-demand.

For this and more, our savvy and dedicated team is constantly re-engineering our customer experiences and ensures our sole mission of value and speed is felt as you navigate through our various product/service pillars available. You can view our page on Website https://sparepap.com


Position Overview

The Service Manager is responsible for excellent customer service provision and business growth on the SparePap platform for service bookings in garages, service centres and workshops; and also for the acquisition, training, deployment and performance of SparePap’s online on-demand mechanics. To succeed in this role he/she must be knowledgeable about vehicle service management, workshop and service centre operations; the parts ordering process and the car servicing sector generally. He/She must also know mechanic operations systems, understand the mechanic/client relationship and online mechanic service ordering processes.

As a client facing role, he/she must be a good communicator and a quick problem solver. (S)He should be honest in communicating reports to customers and mechanics and be a swift executor of all delegated assignments. From time to time the incumbent shall undergo rigorous capacity building to refresh their knowledge on car services positioning them as top preferred
professionals with visible up-voted service status for the pull effect of other existing users on the app.


Role and Responsibilities

1. a) Car servicing

  • Responsible for onboarding and acquisition of service centres in assigned mapped out regions to ensure traction on the app usage and client experience of car clinic

  • Accountable for mechanics management and onboarding for car servicing purposes

  • Formulate sales and marketing strategy to grow the ‘Take Care of Your Car’ business comprising car detailing and car maintenance services:

  • Own and manage the Sparepap Car Care brand and communication.

  • Explore opportunities to synergize with fuel, ElectricVehicles, convenience store and loyalty teams to maximize business value.

  • Lead the Excellence Manager and work with Operations team to maintain high customer satisfaction by upskilling mechanics and standardizing operational procedure in compliance with safety standards.

  • Provide guidance for business development associates Team, and other acquisition frontline staff to answer customer enquiries and resolve customer complaints.

b) Mechanics

  • Strategically map country-city sectors to plan mechanic deployment

  • Conduct rigorous identification,vetting,training and deploying of mechanics

  • Identify partners that can enter into partnerships on mechanic training

  • Develop a management system to ensure smooth flow of info in the mechanic/client ecosystem

  • Generate weekly and monthly sales and individual service reports


2. Reporting and Customer Management

  • Recording of work log and all required Work Order closure information

  • Follow up on customer service/mechanical support.

  • Responsible for managing the servicing centre including booking appointment

  • Responsible for building a rich training modules from time to time

  • Report on the mechanics performance, churn and customer satisfaction

Key Performance Indicators

  • Quality of customer feedback

  • Error free, complete and reliable reports for decisions making

  • Zero noncompliance at all times

  • 100% adoption of policies and rules throughout the company

  • Compliance to Budgets, especially operational budget


Experience Profile

  • Degree or Higher Diploma in Marketing, Sales or Customer Service

  • Diploma in the automotive industry is an added advantage, but knowledge of the car
    industry is essential.

  • Significant previous maintenance experience working in heavy industry, ideally within
    transportation

  • Excellent geographical knowledge for logistics purposes

Personal Attributes

  • Effective and demonstrated leadership skills for goal achievement.

  • Excellent listening, negotiation and presentation skills

  • Proactive

  • Customer care i.e. managing experiences for both internal and external clients.

  • Strong written and verbal communication skills.

  • High Emotional Intelligence and enthusiasm needed to motivate a team to performance

  • Time Management

  • Budgeting

  • Analytical and reporting skills

  • Decision-Making Skills

  • Integrity


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