Job Profile - Body Shop Manager
Job title: Body Shop Manager
Job code: SM3
Level: Senior Management
Department: Body & Paint
Reporting to: Service Manager
Job Summary
As a Body Shop Manager you are responsible for efficient and profitable operations of body & paint shop.
In this function, you ensure that strategic and operational goals are met and that the derived measures
are implemented. You are also responsible identifying training needs for body and paint technicians. You
are responsible for controlling stock and assets and profitable sales of body & paint products. You are
also responsible for enhancing and maintaining customer relation and satisfaction thus building positive
brand image. Thus, you are the part of general management
Qualification
B.E / Diploma in automobile and post-graduation in management studies will have an added advantage.
Training
•
•
Undergone training in a Bodywork profession.
Additional training in business management, Skills,
Experience
•
•
•
Minimum 10 years of experience in this field.
Solid professional experience in personnel management and heading teams
Solid professional experience in dealing with customers and suppliers.
1/8
Specific Background
Corporate knowledge
•
•
•
•
Knowledge of modern business methods and financial control.
You understand the products of our brand and the corporate strategies.
You are familiar with the market for body & paint parts and the regional competition, as well as their
structures, sales channels and market offers.
You know the company’s corporate strategies, goals and guidelines as well as those of the
manufacturer/MPC/national company.
Technical background
•
•
•
•
•
•
•
You can apply methods and tools for focusing and managing a body and paint shop (such as balanced
scorecard).
You understand methods and tools for corporate and market analyses (e.g. SWOT).
You know the constitution and structure of a Mercedes-Benz dealership.
You have in depth knowledge about the basic KPIs (Key Performance Indicators) of body & Paint
Management (marginal costing, sales & inventory trends).
You have a good background in marketing methods (marketing cycle, marketing mix).
You have basic legal knowledge (e.g. warranty, contract and labour law as well as data protection).
You know the statutory requirements for occupational health and safety, general safety, fire safety
and environmental protection.
Process and organizational knowledge
•
•
•
•
•
You know the Body & Paint Shop processes.
You know the processes and interfaces of associated departments and contact persons (sales,
finance and human resources).
You know the relationships between structures, processes, quality and customer satisfaction and
business success.
You know relevant recruitment, management and evaluation tools provided by Daimler AG.
Up-to-date knowledge of vehicle legislation, consumer legislation and trade practices.
IT background
•
•
You have knowledge about current software applications (e.g. MS Office).
You know the order system specific to your company and country (e.g. DMS)
2/8
Skills
Skills in customer and supplier contact
•
•
•
•
•
•
You have the ability to create and maintain customer and supplier relationships.
You are honest and genuine towards customers and suppliers.
You are polite and treat people and talk to them with respect
You can convince customers and suppliers.
You are reliable, and keep commitments.
You remain calm even in critical discussions and can de-escalate conflicts and clarify concerns
independently.
Action goals: You contribute considerably to a high customer satisfaction level as well as customer
acquisition and loyalty
Organizational competence
•
•
•
•
•
•
•
You have the ability to put in place structured processes and ensure a high level of quality in Body &
Paint Shop as well as to create a sense of awareness about this.
You implement decisions effectively and achieve agreed objectives.
You set high standards of quality, ensure their sustainability vis a vis colleagues and employees, as
well as maintaining these standards yourself.
You use interfaces and exchange experiences actively and across divisions.
You communicate processes clearly to others involved.
You are open to new solutions or process optimizations.
Ability to control clerical work, administration, organization, systems, financial matters and leadership
ability.
Action goal: At all times, you guarantee the efficiency of the Body & Paint Shop by efficient and qualityeffective processes.
Leadership skills
•
•
•
•
•
•
•
You have the ability to manage employees, tasks and goals.
You act according to ethical standards, accept responsibility and set an example of integrity and
company values.
You promote diversity and create a culture of cooperation and learning.
You recognize good performance and act fairly in this regard.
You provide criticism in an appropriate manner, explaining your decisions, and you are consistent in
your response to inappropriate behavior or deficient performance.
You provide information on strategic goals, key figures, current trends and change processes and use
this information for managing Body & Paint Shop employees.
You clearly communicate expectations and set targets based on quantitative and qualitative
objectives.
3/8
•
You expect top performance and support its attainment, you conduct staff development and
systematically generate successors or responsible deputies/representatives
Action goals: You ensure employee commitment and motivate staff to maximum performance readiness
and ability, in order to achieve both customer-related and company-related goals.
Business skills
•
•
•
•
•
•
You have the ability to plan and set out future-directed strategic and operational goals for the long
run, as well as ensure profitability of Body & Paint Shop at all times.
You actively generate ideas for forming strategic and operational goals.
You have a distinct long-term vision and keen sense for market trends.
You recognize and consider changing demands; you can derive targets from key figures.
You pay attention to the operative utilization of capacity in the Body & Paint Shop
You initiate and actively manage new customer acquisitions.
Action goals: you play an important role in increasing the earning of the dealership.
Technical competence
•
•
•
You have the ability to use your professional knowledge in planning and controlling body & paint shop
activities.
You optimize the utilization of available tools, systems and instruments in planning, managing and
developing body & paint shop activities.
You can analyze and assess the key figures of derive targets as well as utilize them actively in
planning and controlling body & paint shop activities.
Action goals: you ensure an effective business operation.
Interpersonal skills
•
•
•
•
•
•
•
You have the ability to plan and follow up on your thinking and actions according to corporate values,
strategies and guidelines.
You act in accordance with the needs of the market and customers.
You are open to change and can accept it and are also yourself an active motor for change when
necessary.
You show self-initiative and adapt your actions to altered general constraints.
You show flexibility in new or unusual situations and tasks.
You are inherently active, have the will to persevere and are able to make decisions.
You demonstrate a convincing desire for performance and success.
Action goals: You create a customer-oriented and appreciative culture and loyalty among all employees
with respect to operational interests and the Mercedes-Benz brand.
4/8
Tasks
Improving profitability:
•
•
•
•
•
Ensuring the Body & paint shop department achieves budget objectives by continual
(weekly/monthly) examination of accounts, operating controls and composite figures in conjunction
with the Service Head
Operating the Body & Paint shop efficiently.
Ensuring accurate invoicing and repair estimate
Ensuring premises, equipment and other assets are controlled and used effectively.
Ensuring all stock purchases are controlled and sold at a profit.
Cost control
•
•
•
•
Maintaining effective control of expenses in line with budget objectives by monthly examination of
management accounts with Accounts Manager.
In conjunction with the achievement of employee efficiency targets, maintaining Workshop
productivity records to monitor the effective use of employee.
Examining (weekly/monthly) financial information to ensure all outstanding debts are promptly
collected from Customer & from Insurance Company.
Establishing and monitoring all training requirements and costs to provide satisfactory levels of skill,
job satisfaction and cost-effective development of key personnel.
Customer Service and Satisfaction:
•
•
•
Improving the Customer Satisfaction and retention by continual improvement in the facilities,
improving technical skills and effective marketing methods
Ensuring high quality standards of workmanship
Ensuring all parts estimated and authorized are fitted to the vehicle, any non-required but authorized
parts are not charged to the customer or Insurance Company.
Staffing
•
•
•
•
Establishing the levels of staff required to achieve the established budgets.
Training and coaching Body & Paint shops staff and technician as required.
In consultation with training personnel, identify the training needs. Plan training schedule to keep all
technical staff up-to-date with modern developments and maintain training records.
Establishing and administering 'in-house training' policies as required to provide the MB
recommended standards of service.
5/8
Administration
•
•
•
•
•
•
Ensuring all clerical functions within the Body and Paint shop are carried out in accordance with MB
policies (warranty claims, customer follow-up, workshop loading, estimating, invoicing, daily operating
controls, stock ordering, parts returns etc.).
Timely Reviewing all departmental activities and reporting systems with After-Sales Head
Establishing adequate safety and security procedures to protect property and dealership personnel.
Checking workshop equipment for condition and accuracy of diagnosis
Ensuring ample housekeeping of Body & Paint shop premises and maintenance of tools, equipment
etc.
Maintaining record of customer complaints and action taken as required
Communications
•
•
•
•
•
•
Maintaining effective liaison with Insurance Company, Insurance Surveyor and within inter
Departmental Managers.
Advising Service Manager or Dealer Principal on all body and paint-related matters.
Maintaining direct liaison with Manufacturer, Suppliers, Statutory representatives and all other
contacts.
Advising as required on mechanical and diagnostic problems and crash repair / paint requirements.
Reporting any product defect and problems to concern authorities.
Handling individual customer complaints as necessary, investigate and reply to customer letters of
complaint
Marketing
•
In collaboration with Sales & After-Sales department, establishing method of ensuring all Customers
are introduced to or made aware of Body & Paint shop infrastructure.
Finance
•
•
•
•
•
•
Timely reviewing all pricing policies, labour rates, fleet discounts, parts pricing and all other
dealership policies.
Purchasing stock, consumables, short-life tools and other Body & Paint shop related products within
agreed limits.
Monitoring Body shop productive performance daily, by total and individual technician.
Monitoring Body shop financial performance weekly.
Monitoring repair quality to an agreed timetable.
Monitoring all outstanding debtors and take requisite action.
6/8
Result Orientation
•
•
•
•
•
•
•
•
•
Labour hour sales to achieve budget for period
Profit Margin on labour hour sales and parts to achieve budget for period
Employee efficiency
Overtime hours controlled in line with budget and business needs
Cost control without hampering repair quality standard
Parts stock levels to fall within budget
Debtor days to fall within agreed parameters
Consumables cost not to exceed budget for period
No jobs to be delayed due to equipment failure.
7/8
Interfaces Relevant to Success
As a Body Shop Manager, you demonstrate a maximum of appreciation, professionalism and competence
towards your employees, colleagues and customers
Management/MPC/National company/Financial accounting
•
•
Compare targets and actual performance for service and parts strategy, including the measures
derived from it.
Compare targets and actual performance for sales, service and inventory developments.
Human resources/employee representative
•
Execute coordinated personnel measures.
Service/parts marketing specialist
•
•
Systematically develop the market for service & parts.
Conduct segmentation of customers as well as target group specific service and parts offers.
Car sales
•
Exchange customer and vehicle data to ensure specific customer service and market management.
Customer/suppliers/public
•
Acquire new customers, conduct public relations and negotiate prices, conditions and contractual
agreements.
8/8