Technical & Services - Director / Head of Service M/F
Description
General information
Join our CFAO MOBILITY Division!
MEETING THE MOBILITY NEEDS OF BUSINESS & INDIVIDUALS
Mobility is one of the keys to development on the Continent.
We must constantly fi nd the most efficient mobility solutions for the greatest number of people.
Wherever we operate, we need to move from selling vehicles to providing mobility solutions for everyone.
Our Offer includes the complete automotive offering , including, two-wheelers, marine engines,coaches, lorries, handling equipment, tyres and spare parts.
Our production and assembly sites in Africa are a shining example of our commitment to actively support industrialisation in the region and creating an affordable offer.
We looking for a Technical & Services - Director / Head of Service M/F based : Kenya
Job description:
JOB PURPOSE
The role is responsible for providing strategic, operational and technical leadership for national multibrand service function, and ensuring the highest standards of technical excellence, customer satisfaction, vehicle reliability, operational efficiency and sustainable profitability across the service network.
A critical responsibility is to transform technical competence into customer confidence by ensuring accurate diagnosis, effective repairs, transparent communication and accountable problem resolution. Build customer trust, reduce repeat jobs, improve customer retention and strengthen the long-term reputation of the brand.
Main Responsibilities
a) Develop and implement the national service strategy in alignment with CFAO and the OEMs’ standards, brand positioning and business objectives
b) Develop the national service budget and contribute to annual aftersales business planning
c) Monitor labour revenue, service gross profit, effective labour rates, and service profitability
d) Develop initiatives to increase customer retention and aftersales business growth
e) Build relationship with high-value individual customers, corporate clients and fleet customers
f) Ensure compliance with applicable occupational health and safety legislation, environmental requirements and OEMs’ safety standards
g) Represent the national service function in OEM reviews, business planning meeting and strategic initiatives
h) Monitor workshop capacity, technician utilisation, productivity, efficiency, vehicle and work in progress across the network
i) Standardize job allocation, repair authorisation, parts coordination, quality inspection and vehicle delivery process
j) Ensure national compliance with manufacturer warranty policies, service documentation requirements, repair authorisation procedures and claim submission standards
k) Provide advanced technical expertise and diagnostic leadership, and direction to CMK network, ensuring consistent service delivery, technical standards and operational discipline
l) Establish standard operating procedures for service reception, diagnostics, repair authorisation, quality control, vehicle delivery and post-service follow up
m Conduct regular branch visits, technical audits and operational assessments to verify compliance with brand standards
n) Ensure all CMK service locations deliver a consistent premium experience regardless of location.
o) Serve as the national technical authority for complex mechanical, electrical, electronic and software related vehicle faults, and establish technical escalation protocols that ensure unresolved issues timely attention and are managed at the appropriate level
p) Establish targets and improvement for first-time fix rates, repair quality and technical standards
q) Monitor workmanship related warranty claims, repeat labour, avoidable parts replacement and customer complaints attributable to technical quality
Profil request:
Minimum Level Academic and Professional Qualification
Bachelor’s Degree or Advanced Diploma in Automotive Engineering, Mechanical Engineering, Automotive Technology or relevant field from a recognized institution
Minimum Level of Experience
Over 5 years of progressive experience in automotive industry Aftersales, technical service operations or workshop management.
Advanced automotive diagnostics
COMPETENCIES
Technical
a) Advanced Automotive Diagnostics
b) Root-Cause analysis and structured problem solving
c) OEM technical systems processes
d) Technical coaching and knowledge transfer
e) Customer service and relationship management competencies
Functional
a) Leadership and Management
b) Solution oriented
c) Commercially astute
d) Report writing skills- ability to develop reports
e) Presentation skills
Behavioral
a) Analytical – investigates problems systematically and makes decisions based on evidence
b) Accountable – Takes ownership of difficult cases and follows them through to closure
c) Innovation - Ability to come up with new and better ways of working to improve efficiency and effectiveness
d) Time Management – Ability to use time effectively and efficiently
e) Drive for results – Aware of their roles and responsibility and can be counted on to meet and exceed goals
f) Interpersonal skills – Ability to build rapport and constructive and effective relationships with colleagues and customers
g) Customer focus – Establishes and maintains effective relationship with both internal and external customers, to gain their trust and respect
h) Ethics and values – Adhere to an appropriate and effective set of core values and beliefs, and in alignment with the CFAO values
i) Integrity and trust – Trusted individual who can present the unvarnished truth in an appropriate and helpful manner, keeps confidence, admits mistakes, doesn’t misrepresent themselves for personal gain