Service Operations Manager

3 weeks ago

Norwest Business Park, Australia Subaru Full time

**About Us**

Subaru Australia is the exclusive Australian importer and distributor of Subaru vehicles manufactured by Subaru Corporation.

**About the Role**

An opportunity has arisen for a Service Operations Manager to join the team.

Reporting to the General Manager - Ownership experience, the primary purpose of the role is to manage the requirements of the Subaru Aftersales service operations:

- Managing the Technical Team whose responsibility is to provide technical support to the dealer network plus testing and legal support to the Engineering Department, CRT and to visiting Subaru Corporation (SBR) engineers, as required.
- Managing the Service Operations Specialist Team whose responsibility is to provide service operational support and coaching to the dealer network to deliver on Subaru Australia’s standards for service operations, commercial performance, and customer experience
- Leading and managing all Recalls from a Service Operations perspective, working closely with the Warranty Department and Chief Engineer to ensure compliance
- Working closely with the Regional Teams in relation to Service standards, SCR, NPS & Retail Operating Standards and creating action plans
- Analysing performance of individual service operations
- Monitoring and analysing dealer service business processes using NPS, SCR & Retail Operating Standards
- Investigating customer and product issues and attend tribunals
- Providing assistance to the Business Development Centre staff
- Conducting on-site training within the dealer environment
- Assisting the Training Department to identify and develop relevant training programs for service staff
- Monitoring and ensuring dealer compliance with minimum service standards/company policies
- Assisting in the appointment of new dealers from a service perspective, ensuring that the business meets with the minimum standards

**Why join us?**
Explore the range of benefits Inchcape offers its employees in recognition of their contribution to our success. A few are listed below and click here to learn more on our website.
- Where possible, our **flexible work policy** helps support you in achieving a genuine work-life balance.
- Enjoy more time doing that you love with **additional days off** including an extra 3 days of paid Family Leave every 3 years, plus 1 day each year of paid Volunteer Leave.
- Access to our **employee benefits program** including company car rental program, discounts on vehicle purchases and services, free annual flu vaccination, corporate health care plan with Bupa**,** financial services support, company-paid salary continuance, Death and TPD insurance, and a comprehensive employee wellbeing program.

Want to know more about what it is like to work at Inchcape? Click here to discover more about our workplace culture.

**About You**

To be successful you will possess the following:

- Experience in a similar role
- Extensive exposure to the management and operations of vehicle service departments within a retail dealership environment or similar
- Be technically competent in all areas of the modern motor vehicle
- Strong leadership skills
- Ability to perform routine structured planning and analysis
- Excellent communication skills
- Decision making and executional skills

**Inclusion and Diversity**
At Inchcape, we believe the true power of diversity cannot be realised without an inclusive culture and that talent is equally distributed across society. Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed. As an equal opportunity employer, Inchcape actively encourages applicants from all identities, backgrounds, and experiences, helping ensure our workforce is representative of the global communities we operate in. Click here to learn more about our commitment to Inclusion and Diversity.

**We’re part of Inchcape**
By joining Subaru you are joining Inchcape. Inchcape Australasia employs over 1,200 team members across Australia and New Zealand. As part of a global company, our purpose is to bring mobility to the world’s communities - for today, for tomorrow and for the better. Across Australia and New Zealand, we have a diverse portfolio spanning distribution, where we hold the custodianship for some of the worlds most recognised brands; fulfilment, where we are the market leader in integrated, omni-channel automotive fulfilment solutions; retail, where we deliver an exceptional experience at every stage of the customer journey and financial services, where we deliver the right financial services solution to our distribution brand networks, retail businesses and customers.

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