Service Manager

4 days ago

East Jakarta, Indonesia byOrange Full time

Bertanggung jawab penuh atas operasional departemen layanan purna jual di dealer/repair center (4S). Memastikan pelayanan perawatan dan perbaikan kendaraan yang berkualitas tinggi, efisien, dan berorientasi pada kepuasan pelanggan. Bertugas mencapai target bisnis (pendapatan, keuntungan, kepuasan pelanggan) sesuai standar merek dan regulasi Indonesia serta membangun loyalitas pelanggan di pasar Indonesia.

Tanggung Jawab Utama:

  1. Manajemen Bisnis & Pencapaian Target

    • Menyusun rencana bisnis tahunan/kuartalan/bulanan untuk departemen layanan (target: jumlah kendaraan masuk, pendapatan servis, penjualan suku cadang, profit)

    • Memantau KPI seperti efisiensi kerja, produktivitas teknisi, dan margin keuntungan

    • Mengatur anggaran operasional & biaya agar profit maksimal

    • Membuat strategi promosi layanan (contoh: promo servis saat musim hujan, pemeriksaan gratis) untuk menambah kunjungan & retensi pelanggan

  2. Operasional & Kualitas Bengkel

    • Mengawasi seluruh proses kerja bengkel: penerimaan, penjadwalan, perbaikan, inspeksi kualitas, hingga serah kendaraan

    • Menjamin kualitas perbaikan, keamanan kerja, serta penerapan sistem 5S/6S di area bengkel

    • Menangani komplain pelanggan dan masalah teknis yang kompleks

    • Memastikan alat bengkel terkalibrasi dan terawat

  3. Hubungan & Kepuasan Pelanggan

    • Memastikan standar pelayanan sesuai standar merek

    • Memantau Customer Satisfaction Index dan Net Promoter Score, lalu melakukan perbaikan bila perlu

    • Menjalin hubungan dengan pelanggan korporat dan pelanggan loyal

    • Menangani langsung keluhan pelanggan penting

  4. Tim & SDM

    • Rekrutmen, pelatihan, motivasi, dan evaluasi kinerja tim purna jual

    • Menyelenggarakan pelatihan rutin untuk meningkatkan skill teknis dan pelayanan

    • Membangun budaya kerja yang positif dan kekeluargaan khas Indonesia

    • Melakukan penilaian kinerja yang objektif dan adil

  5. Manajemen Suku Cadang & Klaim Garansi

    • Mengawasi gudang suku cadang dan memastikan ketersediaan stok yang akurat

    • Mengontrol proses klaim garansi ke pabrikan agar tepat dan sesuai prosedur

  6. Koordinasi, Kepatuhan & Komunikasi

    • Bekerja sama dengan tim Sales dan Marketing untuk kampanye gabungan

    • Menjadi penghubung utama antara dealer dan pabrikan (laporan, kebijakan, audit)

    • Memastikan kepatuhan terhadap peraturan pemerintah Indonesia tentang bengkel dan lingkungan

    • Bernegosiasi dengan vendor dan penyedia layanan eksternal

Kualifikasi:

  • Pendidikan: Minimal S1 Teknik Mesin/Otomotif, Manajemen Bisnis, atau bidang terkait

  • Pengalaman: 5–8 tahun di industri otomotif, dengan 3–5 tahun sebagai Service Manager atau posisi setara

  • Kemampuan:

    • Paham sistem operasional 4S dan DMS

    • Mengerti standar teknis dan kualitas servis kendaraan

    • Mampu menganalisis data keuangan & operasional

  • Soft skill:

    • Kepemimpinan & komunikasi yang baik

    • Berorientasi pelanggan

    • Analisis & problem solving kuat

    • Mampu bekerja di bawah tekanan

    • Negosiasi dan relasi interpersonal baik

  • Bahasa: Bisa Bahasa Mandarin lebih disukai

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