Service Support Lead

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

Our Aftersales department is currently looking for a talented Service Support Lead who is responsible for overseeing and coordinating the daily Parts Operations within the Service Department’s space. The primary objective of this position is to ensure that all internal customers are provided with exceptional experience through the timely and accurate delivery of parts by a team of friendly and knowledgeable Parts specialists while delivering on KPIs and fostering and maintaining good intra-departmental relationships through consistent engagement with other internal teams.

Valid for local applicants only.

Here’s what you’ll be doing:

• Supervises the Parts operations within the Service Department to ensure that all staff members adhere to the policies and processes of the department.
• Collaborates with the Retail and Fleet Sales Leads to manage a flexible rostering system for members of the department, ensuring adequate coverage at all Parts department contact points and responses to the needs of both internal and external customers
• Efficiently manage communications between our internal clients and the relevant spare parts team. This ensures seamless coordination and timely delivery of required parts.
• The focal point for all Service department escalations; taking the lead on ensuring satisfactory resolution of each scenario by incorporating a solutions-based approach to customer needs and maintaining customer visibility on their parts transactions with timely updates and feedback.
• Implementing effective processes that enhance the overall efficiency and organization of our collaboration with the Service Department and logistics from start to finish for our internal customers.
• Assist staff members where necessary to ensure individual and departmental goals are achieved.
• Working closely with our S&OP Analysts to stay updated and communicate on emerging product trends and item movement trends to enable the team to proactively address any market changes or demands.
• Remaining up to date on new products and product updates. This knowledge enables us to provide accurate and relevant information to our clients.
• Collaborates with the Retail and Fleet Sales Leads to create a positive environment by training, coaching, evaluating, and motivating the Parts Clerks team.
• Presents self as a positive role model by demonstrating commitment to the staff, customer and company.
• Provides ongoing and timely feedback on performance and assists with conducting performance review meetings. 

We'll make a match if you meet the following requirements:

• The ability to maintain good rapport with key people in our internal and external customers’ organizations.
• Must exhibit a thorough understanding of the department’s Incadea processes and their impact on Service department Incadea processes (desirable).
• Exceptionally versed in the EPC’s for both our commercial & passenger brands.
• Thorough understanding of the intradepartmental connection between Service and Parts departments.
• Must be able to juggle many moving parts and orchestrate plans that align with a mutually beneficial outcome for all parties.
• Possesses good email etiquette and can navigate efficiently in Microsoft Outlook.
• Handles customer grievances tactfully and promptly with genuine concern, and in keeping with company values and guidelines.
• Continuously drives and supports all team members in overcoming obstacles to exceed customer expectations and deliver exceptional customer service.

Role Information:

• Reports to:Head of Spare Parts
• Location:Warrens, St. Michael
• Work Model:On-site

At Inchcape Americas, we are committed to building a diverse, inclusive, and authentic workplace. Inchcape is for everyone. If you are enthusiastic about this role and share our values of delivering great experiences through innovative thinking and working better together, we invite you to apply.

We support diversity and inclusion in all its forms, without discrimination based on age, gender, sexual orientation, nationality, religion, or disability.