Workshop Manager

PURPOSE OF THE POSITION

The Workshop Manager is responsible for the effective management and control of the workshop to ensure that all vehicle servicing, repairs, diagnostics, and maintenance activities are completed efficiently, safely, and to manufacturer and dealership standards.

The incumbent is accountable for:

• Delivering exceptional customer satisfaction through high-quality workmanship.
  
• Maximising workshop productivity, efficiency, and profitability.
  
• Managing workshop personnel, equipment, tools, and workshop resources effectively.
  
• Ensuring compliance with manufacturer, dealership, and health and safety standards.
  
• Promoting a culture of continuous improvement, accountability, and teamwork.
  

KEY PERFORMANCE AREAS AND OBJECTIVES

Profitability and Efficiency

• Ensure maximum utilisation of workshop labour and available workshop capacity.
  
• Monitor technician productivity and efficiency to achieve departmental targets.
  
• Reduce waste and unnecessary expenditure on consumables and workshop materials.
  
• Ensure all chargeable labour, parts, and consumables are accurately recorded on repair orders/job cards.
  
• Control overtime and non-productive hours in line with dealership requirements.
  
• Support the achievement of monthly workshop sales and gross profit targets.
  

 Customer Satisfaction

• Ensure all repairs and maintenance activities are completed correctly the first time.
  
• Maintain high standards of workmanship and technical quality.
  
• Minimise vehicle comebacks and repeat repairs.
  
• Ensure customer vehicles are treated with care and returned in a clean and presentable condition.
  
• Support effective communication between the workshop and service advisors regarding vehicle progress and repair status.
  
• Resolve technical and customer-related concerns professionally and efficiently.
  

 Quality Control

• Ensure all repairs comply with manufacturer specifications and dealership quality standards.
  
• Conduct or oversee final quality inspections and road tests where required.
  
• Ensure proper diagnosis procedures are followed before repairs commence.
  
• Monitor workshop performance and implement corrective action where required.
  
• Maintain accurate records of quality-related incidents and corrective actions.
  

 Health, Safety and Compliance

• Ensure compliance with all Occupational Health and Safety requirements.
  
• Promote and maintain safe working practices throughout the workshop.
  
• Ensure workshop equipment is used, maintained, and stored safely.
  
• Conduct regular workplace inspections and identify potential hazards.
  
• Ensure customers and visitors are protected from workshop-related risks.
  
• Maintain environmental compliance relating to waste disposal, oil handling, and hazardous materials.
  

 PRIMARY DUTIES AND RESPONSIBILITIES

Workshop Operations Management

• Plan, organise, and control daily workshop activities.
  
• Allocate work fairly and efficiently based on technician skill levels and available capacity.
  
• Monitor repair progress and ensure vehicles are completed within agreed timelines.
  
• Ensure workshop loading is managed effectively to optimise productivity.
  
• Coordinate technical support for complex diagnostics and repairs.
  
• Ensure manufacturer service campaigns, recalls, and updates are completed correctly.
  

 Staff Leadership and Development

• Lead, motivate, and manage workshop personnel.
  
• Conduct regular performance reviews and productivity assessments.
  
• Identify training and development needs.
  
• Coach and mentor technicians, apprentices, and workshop staff.
  
• Promote teamwork, accountability, and customer-focused behaviour.
  
• Manage discipline, attendance, and workplace conduct in accordance with company policy.
  

 Administration and Control

• Ensure accurate completion of job cards, repair orders, and workshop documentation.
  
• Monitor outstanding work and workshop turnaround times.
  
• Authorise internal requisitions for consumables and workshop-related items.
  
• Monitor warranty compliance and documentation requirements.
  
• Ensure all technical bulletins, manuals, and manufacturer communications are distributed and implemented.
  
• Maintain accurate workshop records and performance statistics.
  

 Asset and Resource Control

• Ensure workshop equipment, tools, and diagnostic systems are maintained and calibrated where required.
  
• Investigate losses, damage, or misuse of workshop assets.
  
• Ensure all parts and materials issued from the Parts Department are accounted for.
  
• Monitor tool control systems and workshop security standards.
  
• Ensure warranty parts and documentation are managed in accordance with manufacturer requirements.
  

Customer and Stakeholder Management

• Support Service Advisors with technical explanations and customer queries when necessary.
  
• Assist in resolving vehicle-related complaints and technical concerns.
  
• Maintain positive relationships with manufacturers, suppliers, and dealership departments.
  
• Promote a customer-centric culture throughout the workshop.
  

MINIMUM REQUIREMENTS

Qualifications

• Qualified Motor Technician (Red Seal Trade Test preferred).
  
• Valid South African Driver's Licence.
  
• OEM / Manufacturer technical certifications advantageous.
  

 Experience

• Minimum 5 years' automotive workshop experience.
  
• Minimum 2-3 years' supervisory or management experience in a franchised dealership environment.
  
• Multi-brand dealership experience will be advantageous.
  

 Knowledge and Skills

• Strong leadership and people management skills.
  
• Advanced technical diagnostic and repair knowledge.
  
• Knowledge of workshop management systems and dealer operating processes.
  
• Understanding of labour efficiency, productivity, and workshop profitability.
  
• Strong customer service and conflict resolution skills.
  
• Ability to analyse workshop performance and implement improvements.
  
• Good planning, organisational, and administrative skills.
  
• Sound understanding of Occupational Health and Safety requirements.
  

 Personal Attributes

• Professional and customer-focused.
  
• Results-driven and accountable.
  
• Strong problem-solving ability.
  
• High attention to detail and quality standards.
  
• Effective communicator.
  
• Ability to perform under pressure and meet deadlines.