Manager Maintenance - Ghana

Core purpose of the role The Manager: Maintenance is accountable for managing the maintenance and repairs of the Ghana fleet focusing on turnaround times and reduction of costs.

Key deliverables and outputs

Maintenance Expenditure Management

• Work with external Supplier/Dealerships to ensure the best pricing is achieved so as to drive the costs down

• Lead continuous improvement of the new initiatives and system improvements to meet customers service needs

• Negotiate and agree Service Level Agreements (SLA’s) specific to each supplier profile

• Manage and maintain the technical relationship with the Dealerships

• Remain up to date on new products and services as they go live as supplied by dealerships

• Conduct risk assessment of all authorisations on a day-to-day basis to ensure that there is no repeat issues that should be covered by warranties

• Manage relationships between Customers and Sales staff as far as technical issues are concerned

• Submit all warranty and policy claims to reduce and minimize unnecessary expenditure

• Review and improve the workflow, processes and procedures in meeting customer needs and company objectives.

Maintenance Management

• Obtain all relevant information on new vehicle entrants into the market for loading onto the system

• Communicate the content of Full Maintenance Lease (FML) and Managed Maintenance (MM) contracts to all customers

• Request quotations for repairs, check that all elements quoted for are required and authorise/escalate to Dealership

• Liaise with Dealerships as far as stock, prices, processes and relationships are concerned (Procurement)

• Provide relevant information to support insurance claims in line with SLAs

• Monitor insurance turnaround times and ensure that customers are assisted timeously

• Oversee the quality of work completed and identify any areas of concern

• Review and check invoices to ensure that costs reflect work completed and submit for processing

• Discuss cost reductions with Dealerships in the event of costs being increased

• Coordinate and manage vehicle body repairs.

Vehicle Terminations

• Oversee termination of vehicles process and movement into stock

• Assist the Country Manager Operations with the timeous disposal of replacement vehicles

• Oversee the return process of fleet vehicles

• Oversee the inspection of vehicles and identify any issues that are not under full maintenance agreement

• Confirm when vehicles need to be sent for services to ensure that they are roadworthy prior to being sent to used car sales departments

• Prepare termination documents including: cover letter, quotation, inspection report and submit to customer to authorise termination charge out.

Inspections

• Prepare schedule for inspections of vehicles

• Monitor the completion of the inspection schedule across the country and all customer sites

• Capture all inspection details into the system

• Prepare reports detailing findings and recommendations with regards to vehicles and advise customers of requirements.

Customer Management and Queries

• Receive and resolve customer calls and queries as per contractual relationships

• Contact dealerships, identify issues, mediate issues and attempt to resolve customer queries/complaints

• Deal directly with customer queries relating to maintenance conducted and provide guidance on vehicle budgets

• Deal with customer escalations and issues

• Manage and nurture relationships with customers.

Reporting

• Prepare reports as input into monthly MIS to HQ

• Submit reports to Country Manager

• Address issues relating to reports and findings.

Health and Safety Management

• Ensure the Occupational Health and Safety Act is communicated and adhered to

• Identify all risk factors, communicate and resolve immediately

• Ensure that representatives are trained and available for all shifts (e.g. fire marshal, first aider, SHE representative)

• Ensure that daily premises inspections are conducted and any irregularities are reported and actioned.

People Management

• Provide clear direction and decisive leadership to direct reports, ensuring all are aligned to the goals and have a clear purpose

• Set clearly defined performance standards / targets for direct reports, holding them accountable to achieve these and providing support and guidance where needed.

• Create and maintain a constructive atmosphere within the team, engaging and motivating direct reports to al