Managerial/Supervisory

a)     Develop the technical support strategy to support efficiency and effectiveness in the provision of service support to branches to ensure the provision of quality service to customers;

b)     Develop the section budget to ensure the allocation of sufficient resources required for the successful implementation of the department strategy;

c)     Develop policies and procedures to be used as guidelines in the provision of technical support to users, to ensure compliance with manufacture as well as CMK guidelines;

d)    Coordinate the development of work plans for the section to assist in the successful implementation of the section strategy, to ensure achievement of set targets within the expected timelines and quality standards;

e)     Monitor the utilisation of the Technical Support section budget to enhance efficiency in resource utilisation;

f)      Monitor the warranty budget to ensure proper utilisation of the available resources;

g)     Develop an efficient warranty claims process in support of the manufacturers’ warranty policies and procedures for all Multibrand

h)    Supervise the delivery of service by the Warranty Coordinator for enhanced performance and motivation;

Operational Responsibilities

i)      Coordinate the operations of the section to ensure the operations are aligned with the section strategy, are compliant with manufacturer as well as CMK requirements, and are efficient and effective;

j)      Coordinate parts test requests from manufacturer in order to provide feedback to the manufacturer on market requirements;

k)     Coordinate the recovery of parts by the Technical Service section to ensure 100% recovery in line with manufacturer policy;

l)      Coordinate the submission and review of reports to ensure timely feedback to the manufacturers;

m)   Monitor the implementation of solutions for gaps identified to ensure improved service delivery to customers;

n)    Coordinate reporting by the team to ensure quality and Timely Field Technical Reports are submitted by technical staff to the manufacture, and immediate feedback to dealer network submitted;

o)     Review fix it right reports and conduct actual workshop visitations to identify gaps in service;

p)     Implement recall activity at the branch network, and provide feedback to the manufacturer on the recall progress, to ensure solutions are developed and implemented to address gaps identified;

q)     Coordinate the implementation of manufacturer recommended special service tool at the branch, network to ensure success;

r)     Coordinate the implementation of diagnosis tools, with consideration to manufacturer guidelines, for enhanced service delivery to customers;

s)     Maintain a strong relationship with all manufactures with continuous and proper communication, to ensure CMK receives the support required from the stakeholders.

t)      Develop reports on the performance of the technical section in line with the CMK reporting guidelines, to ensure management is aware of gaps to be addressed in a timely manner.

u)    Review filled claim forms to ascertain the accuracy and quality before submitting to manufacturers, to ensure claims are honoured;

v)     Coordinate the submission of the filled claim forms to all manufacturers for timely processing of payments to CMK

b)     Toyota National Technical Leader certificate

c)     Master Diagnosis Technician

a)     Sales Dept

b)     Logistic/VPD Dept

c)     Service Department Branches

d)    Parts Department

e)     Training Department

f)      Warranty

g)     Body & Paint

a)     MANUFACTURERS

b)     AMS

a)     Product knowledge

b)     Project management

Functional

a)     Report writing

b)     Presentation skills

Behavioral

a)     Business acumen– knows how business works; knowledgeable in current and possible future policies, practices, trends, technology and information affecting the business; knows the competition; is aware of how strategies and tactics work in the market place

b)     Strategic agility – Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can create competitive and breakthrough strategies and plans; can articulately paint credible pictures and visions of possibilities and likelihoods

c)     Perspective – Looks toward the broadest possible view of an issue/challenge; has broad-ranging personal and business interests and pursuits; can easily pose future scenarios; can discuss multiple aspects and impacts of issues and project them into the future

d)    Technical learning – Is good at learning new industry, company, product or technical knowledge

e)     Quality decisions – Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of your solutions turn out to be correct and accurate when judged over time

f)      Problem solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; is excellent at honest feedback; looks beyond the obvious and doesn’t stop at the first answers; probes all fruitful sources for answers

g)     Interpersonal skills – Is self aware, and has ability to relate with people across all levels of seniority as appropriate, to ensure achievement of personal targets

h)    Organisational positioning skills –  Understanding of organisation structure both formal and informal, is sensitive to how people and organisations function; anticipates where the landmines are and plans his/her approach accordingly; views politics as a necessary part of organisational life and works to adjust to that reality.

i)      Energy and drive – Has speed and agility:  taking quick and timely action; seizes more opportunities than others, pursues everything with energy, drive and a need to finish; seldom gives up before finishing especially in the face of resistance or setbacks

Integrity and trust – Trusted individuals who can present the unvarnished truth in an appropriate and helpful manner, keeps confidence, admits mistakes, doesn’t misrepresent themselves for personal gain