Regional Technical Manager
Jaguar Land Rover
Dubai, UAE
The Regional Technical Manager is responsible for driving the compliance & competency of Retailer Workshop Technical operations to deliver Aftersales customer satisfaction and Customer Retention for a group of Jaguar and Land Rover Retailers in a specific territory of a NSC or Importer.
Drive Technical Excellence within a Retailer Operation
- Works with Retailer management and Repair Operations Staff to actively develop a customer-focused culture, which delivers high levels of customer loyalty and advocacy
- Works with Retailers to review data on customer satisfaction (e.g. CLP, Mystery Shop, CRC open cases) relating to Workshop process and make improvements to the customer experience
- Supports the Retailer to deliver outstanding customer service by getting involved to ensure the Retailer Technical Processes are aligned to JLR Standards
- Champions the Retailer into the NSC or Importer to achieve a ‘win - win’ outcome which delivers benefits for both the Retailer and JLR
Manages performance
- Monitors the performance of the Retailer’s Workshop against targets, using a wide range of JLR reports and tools (e.g. Repair Standards, Red Flag, RFT, Diagnostics, Quality Checks, Equipment Compliance, Battery Care Standards, Vehicle off Road (VOR), DTS open cases, Campaign Management, CRC open cases, Health and Safety records)
- Reviews key processes (e.g. diagnostic processes, job cards, quality checks, concern reporting (TA, ePQR), Field Service Actions, Warranty processes) and identifies opportunities to improve compliance and efficiency
- Guides Retailer Management to Improve Performance through analysis of Repeat Repair, Quality Check and Red Flag Metrics.
- Coaches and supports Retailer managers to Ensure approved Tooling and Diagnostic Equipment is available and maintained in line with JLR Standards to ensure correct Diagnostics and Repair.
- Compiles a report to communicate improvement opportunities to Retailer with closure plans and responsibilities for each concern raised.
- Proactively follows up on action plans to deliver agreed improvements in Workshop performance
- Maintains data and completes reporting on Retailers in own Region, in accordance with NSC/JLR standards and formats
- Liaises with Retailer managers to respond to requests for data from the NSC
Monitors performance against JLR Franchise Standards
- Assesses Workshop and standards against JLR Franchise Standards, DSAT and Retailer Technical Assessment Process and implements in conjunction with Retailer Management any corrective actions required
- Guides Managers to develop the capability and performance of their Workshop teams; ensures that the Retailer is fully compliant with JLR competency and training requirements
- Works with Retailers to review the outcomes from Retailer Standards Audits and implement any corrective action which is required
Supports the implementation of JLR initiatives and programmes by the Retailer
- Communicates and supports Retailers to implement key JLR Workshop indicatives and technologies (e.g. EVHC, new diagnostic tools) which are being rolled out by the NSC/Importer
- Provides coaching to Workshop teams to support specific initiatives (e.g. use of systems such as TOPix, DDW and SDD)
- Supports Retailer managers to identify improvement opportunities for Workshop processes by sharing best practice ideas and providing coaching using improvement techniques (e.g. root causing)
- Works with Workshop teams, using best practice tools (e.g. the Dealer Service Experience and Toolkit) to identify opportunities for improvement
- Ensure Retailer is updated with Latest Repair and Diagnostic Guides and Bulletins
- Acts as an ambassador for the Jaguar and Land Rover brands; role models the JLR Customer First Behaviours in all aspects of the role
- Supports Retailer in the discussions of complex Technical situations with Customer
- Works with other JLR Regional Managers (e.g. Regional Business Managers and Regional Aftersales Managers) and central teams (e.g. Dealer Technical Support) to deliver a ‘joined up’ approach to Retailers and optimise the performance of the territory
- Coaches and supports Retailer Technicians and Service advisors in all aspects of Vehicle Primary and Secondary Diagnostics
- Maintains positive and influential relationships with NSC/Importer teams and JLR Global teams, to input feedback from customers/Retailers
