Workshop Tower Controller & Service Dispatcher

Reports to After Sales Manager, Service Manager

Job Purpose

In the After Sales department, the Porsche Tower Controller & Service Dispatcher acts as the interface between Service Advisors and Technicians and coordinates the workshop orders.

How is performance measured?

Quantitative objectives

·       Sold workshop hours

·       Workshop turnover/labour revenue

·       Workshop capacity utilization

·       CES score and SSS performance

Qualitative objectives

·       Process reliability (workshop organization, recording time units, efficient use of time, complaints, QC inspection etc.)

·       Employee satisfaction

·       Customer satisfaction (repair quality, repeat repairs)

Core Accountabilities

·       Complying with PCNT standards in the workshop

·       Capable of working independently, managing his or her time and work- flow.

·       Controlling the work- flow to ensure promise times are met

·       Ensure appropriately trained technicians are assigned to appropriate jobs

·       Work closely with the Parts Department and Service Consultants

·       Uses the DMS to determine how long a given repair will take and keeps the Service Advisors abreast of repair progress.

·       Informs the Service Manager and Shop Foreman of any non-compliant procedures by Technicians or Advisors so it may be corrected

·       Continuous personal development

·       Quality management in the workshop

Decision-making responsibilities

·       Workshop planning

·       (Releasing) orders for final inspection

·       Employee training and education

Main tasks 1: Planning and monitoring activities in the workshop

·       Planning the processes in the workshop in accordance with PCNT standards

·       Guaranteeing excellent, high-quality workshop services for all PCNT customers

·       Planning and assigning technical employees

·       Planning workshop orders in consultation with the Service Advisor

·       Planning and monitoring the key performance indicators in the workshop in consultation with the After Sales Manager and Service Manager

Main tasks 2: Managing and guiding employees

·       Managing and guiding all the employees in the workshop

·       Establishing a team environment

·       Informing employees about current developments and innovations

Main tasks 3: Quality Management 

·       Monitoring and ensuring customer satisfaction

·       Monitoring compliance with PCNT standards and excellent performance of all repair services

·       Monitoring and complying with safety guidelines and environmental regulations in the workshop

·       Monitoring and complying with PCNT standards In warranty and goodwill cases

Main tasks 4: Organization and Administration

·       Using all the PCNT systems (e.g. DMS(Tekion), PCSS, PIWIS)

·       Tracking key performance indicators in the workshop

·       Informing and reporting to the After Sales Manager & Service Manager

Job Competencies

Customers and the company

Offers suitable solutions for questions and concerns of prospects and customers which are also cost-effective for the company and acts as a role model for employees in this respect

Knowledge      

·       Understands customer expectations with regard to individual customer service and excellent performance in the workshop

·       Provides alternative solutions for specific customer concerns

·       Is able to describe the economic effects of different technical solutions

Motivation      

·       Acts as a role model and takes a comprehensive and objective approach to considering and handling questions and concerns of customers and After Sales colleagues (e.g. Service Advisors)

·       Gives equal importance to concerns of customers and After Sales colleagues and his/her employees’ views

·       Has the motivation to identify cost-effective solutions for all parties (prospects, customers, the Porsche Centre) and to inform employees about the solutions

Ability 

·       Identifies expectations and concerns of customers and After Sales colleagues, encourages

employees to do the same and takes these expectations and concerns into account in his/her work

·       Develops offerings and solutions based on needs of customers and After Sales colleagues

that lead to win-win situations

·       Incorporates his own or the Porsche Centre’s views into solutions for customers and After Sales colleagues and informs the workshop team about the background

People and organization

Manages and develops employees on the basis of the core values and targets of the dealership

Knowledge      

·       Identifies individual quantitative and qualitative targets and team targets in the workshop

·       Describes analysis techniques for identifying performance and competencies

·       Understands the instruments and methods used to develop and manage teams and employees

Motivation

·       Has the motivation to manage the employees and the team by targets

·       Regards analyzing performance and competencies and taking the necessary development measures as being a part of his own role

·       Has an interest in developing employees, the team and in guiding and developing Apprentices

Ability 

·       Agrees quantitative and qualitative targets annually with every employee individually and with the entire team during employee appraisals

·       Continuously analyses employee competencies and performance, discusses this regularly with employees, but primarily during employee appraisals, takes suitable development measures, where appropriate, and follows up on the implementation of the measures

·       Systematically implements development measures (e.g. mentoring, training, team development)

Job-related skills

Acquires potential employees for dealership and ensures their long-term loyalty to PCNT

Knowledge

·       Is able to describe the procedures and instruments used for customer retention by the workshop

·       Is able to describe the procedures and instruments used to motivate and retain employees

Motivation      

·       Has the motivation to qualified employees and ensure long-term loyalty

·       Gives employee motivation and retention a high priority among his/her own activities

Ability 

·       Takes active advantage of every opportunity to ensure customer loyalty to the brand

·       Ensures the long-term loyalty of employees to the Porsche Centre by means of his own

management skills.

Fascination and expertise

Inspires enthusiasm for the unique world of Porsche among employees and customers and can confidently handle all questions relating to technical services.

Knowledge      

·       Describes the brand, philosophy and values of Porsche and the Porsche standards in After Sales and specifically in the workshop

·       Can state the individual tasks that make up the role of a Tower Controller

·       Demonstrates in-depth knowledge of technical services

Motivation      

·       Is motivated to create emotional conviction about the brand among customers by providing a unique service experience and among employees by creating a special team experience

·       Performs all the tasks required of a Tower Controller (m/f)

·       Has the commitment to acquire specialized knowledge

Ability 

·       Expresses enthusiasm for the Porsche brand and its technologies and inspires employees with their enthusiasm

·       Evaluates compliance with Porsche standards and instruments in After Sales and specifically in the workshop and monitors their implementation, including among employees

·       Actively manages all workshop processes, including interfaces, identifies deviations from the plan and the targets and introduces corrective measures

Lifestyle and contacts

Takes part in the world and the lifestyle of Porsche customers, his colleagues and his employees, makes professional contacts and is a sought-after discussion partner

Knowledge      

·       Understands the lifestyle of Porsche customers and of his own employees

·       Is aware of the rules and standards of conduct in customer and employee circles and knows the requirements in a variety of situations

·       Understands the Porsche Centre standards for appropriate behaviour and conduct

Motivation      

·       Has the motivation to find his way around the world of Porsche customers and employees

·       Has the motivation to adapt his behaviour to different situations and to make contacts

·       Is prepared to follow the Porsche Centre standards for appropriate behaviour and conduct in every situation

Ability 

·       Is at home in the lifestyle and the world of Porsche customers and employees and speaks their language

·       Actively approaches customers and people in the Porsche Centre and engages in networking

·       Puts into practice the standards for behaviour and conduct that are specific to PCNT and, in doing this, acts as a role model

Communication and presenting arguments

Communicates with customers, colleagues and employees clearly and understandably and conveys his own point of view concisely and convincingly.

Emotion and rationality

Deals appropriately with his own emotions and those of the person he is speaking to and seeks solutions using rational methods.

Commitment and work-life balance

Shows full commitment to his/her job and, at the same time, ensures that his/her ability to perform work is maintained

Basic qualifications

·       Business and/or technical education at a university/college preferred

·       Commercial/technical training

·       Basic knowledge of business administration

·       Experience in the automotive workshop business

·       Knowledge of automotive engineering and Porsche technology

The above list of Core Accountabilities and Responsibilities is not exhaustive. The job holder is expected to carry out other duties as reasonably assigned from time to time, in line with their ability. The Company reserves the right to vary the role content, within reason, with consultation and agreement, in accordance with business requirements.

Porsche Centre North Toronto is committed to providing accessible employment practices that comply with the Accessibility for Ontario’s with Disabilities Act (AODA). If you require an accommodation, please advise us in advance of attending the interview.

Porsche is an equal opportunity employer, and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, provincial or local law.