Background information about the job or company (e.g., role context, company overview)

TMD Kenya (Thika Motor Dealers) is hiring a Workshop Controller in Machakos skilled in workshop operations management, automotive repair supervision, workflow optimization, and quality assurance.

Reporting to the Manager – Workshop Operations, the Workshop Controller is accountable for the overall performance of the workshop, with a strong focus on turnaround time, quality assurance, customer satisfaction, and revenue optimization.

Responsibilities or duties

Workshop Operations Management

• Supervise daily workshop operations; scheduling, workflow, resource allocation, and productivity tracking
• Monitor KPIs including job completion rates, technician utilization, and service bay optimization
• Ensure compliance with KEBS, NTSA, and manufacturer specifications
• Maintain workshop safety standards in line with OSHA Kenya regulations.

Policy & Procedure Adherence (Non-Negotiable)

• Enforce 100% compliance with all company policies, manufacturer procedures, and regulatory requirements
• Conduct daily compliance audits using standardized checklists and documentation protocols
• Implement a zero-tolerance policy for safety violations and procedural non-compliance
• Ensure complete traceability of all work performed with proper documentation and sign-offs

Turnaround Time Optimization (Critical Success Factor)

• Establish and monitor strict TAT timelines, ensuring promised delivery times are met 100%
• Implement real-time job tracking with hourly progress updates and bottleneck identification
• Maintain emergency fast-track lanes for urgent requirements with a 2-hour service guarantee
• Pre-order critical parts based on service forecasting to eliminate parts-related delays

Quality Assurance & Control

• Implement quality control processes ensuring all repairs meet manufacturer standards
• Conduct final inspections on all completed work before customer delivery
• Target a minimum 98% first-time fix rate and 95%+ customer satisfaction scores
• Achieve zero repeat jobs; no completed job should return to the workshop for rework

Customer Service Excellence & Retention

• Manage customer expectations through clear communication on timelines, costs, and repair necessity
• Resolve escalated complaints within 2 hours of notification, with full resolution within 24 hours
• Ensure transparent pricing with variances not exceeding 10% without prior customer approval
• Drive customer retention initiatives targeting a minimum 85% repeat customer rate
• Personally manage high-value customer relationships ensuring VIP treatment and priority scheduling

Working Capital Management & Revenue Recognition

• Ensure timely invoicing of all job cards within 2 hours of work completion
• Maintain 100% accuracy in job pricing using standardized labour rates, parts pricing, and markup guidelines
• Drive systematic upselling protocols targeting a 25% increase in average job card value
• Conduct daily revenue reconciliation and prevent revenue leakage through complete job documentation
• Target above 95% productive time utilization from the technical team

Qualifications or requirements (e.g., education, skills)

Minimum Qualifications

• Degree in Automotive Engineering, Mechanical Engineering, or a related technical field
• Trade certification from a recognized automotive training institution
• Valid driving licence; Class B minimum; Class C preferred
• Professional certifications from major automotive manufacturers are an added advantage

Experience needed

Experience

• More than 3 years of progressive experience in automotive workshop operations (MANDATORY REQUIREMENT)
• Minimum 3 years in a supervisory or management role within an automotive service environment
• Demonstrated proficiency with modern diagnostic equipment and automotive technologies
• Proven track record of achieving operational and financial targets

Technical Competencies

• Expert knowledge of automotive systems: engine, transmission, electrical, and electronic systems
• Proficiency with diagnostic software and equipment
• Understanding of manufacturer service procedures and warranty requirements
• Knowledge of automotive parts sourcing, inventory management, and Kenyan industry regulations

Core Competencies

• Customer service excellence and long-term relationship management
• Time management and process optimization, ability to streamline operations and eliminate bottlenecks
• Financial management: pricing accuracy, upselling, and working capital management
• Policy implementation and compliance management with zero tolerance for deviations
• Leadership and team development, ability to motivate and grow a technical team
• Problem-solving and analytical thinking for complex technical and operational challenges
• Quality management with an attention to detail and continuous improvement mindset

• Supervise daily workshop operations; scheduling, workflow, resource allocation, and productivity tracking
• Monitor KPIs including job completion rates, technician utilization, and service bay optimization
• Ensure compliance with KEBS, NTSA, and manufacturer specifications
• Maintain workshop safety standards in line with OSHA Kenya regulations.
• Enforce 100% compliance with all company policies, manufacturer procedures, and regulatory requirements
• Conduct daily compliance audits using standardized checklists and documentation protocols
• Implement a zero-tolerance policy for safety violations and procedural non-compliance
• Ensure complete traceability of all work performed with proper documentation and sign-offs
• Establish and monitor strict TAT timelines, ensuring promised delivery times are met 100%
• Implement real-time job tracking with hourly progress updates and bottleneck identification
• Maintain emergency fast-track lanes for urgent requirements with a 2-hour service guarantee
• Pre-order critical parts based on service forecasting to eliminate parts-related delays
• Implement quality control processes ensuring all repairs meet manufacturer standards
• Conduct final inspections on all completed work before customer delivery
• Target a minimum 98% first-time fix rate and 95%+ customer satisfaction scores
• Achieve zero repeat jobs; no completed job should return to the workshop for rework
• Manage customer expectations through clear communication on timelines, costs, and repair necessity
• Resolve escalated complaints within 2 hours of notification, with full resolution within 24 hours
• Ensure transparent pricing with variances not exceeding 10% without prior customer approval
• Drive customer retention initiatives targeting a minimum 85% repeat customer rate
• Personally manage high-value customer relationships ensuring VIP treatment and priority scheduling
• Ensure timely invoicing of all job cards within 2 hours of work completion
• Maintain 100% accuracy in job pricing using standardized labour rates, parts pricing, and markup guidelines
• Drive systematic upselling protocols targeting a 25% increase in average job card value
• Conduct daily revenue reconciliation and prevent revenue leakage through complete job documentation
• Target above 95% productive time utilization from the technical team

• Workshop operations management
• Automotive repair supervision
• Workflow optimization
• Quality assurance
• KEBS, NTSA, and manufacturer specifications compliance
• Workshop safety standards
• OSHA Kenya regulations adherence
• Company policies and manufacturer procedures adherence
• Compliance audits
• Zero-tolerance policy for safety violations
• Traceability of work performed
• Turnaround time optimization
• Real-time job tracking
• Emergency fast-track lanes management
• Parts pre-ordering
• Quality control processes
• Final inspections
• Customer service excellence
• Customer expectation management
• Complaint resolution
• Transparent pricing
• Customer retention initiatives
• High-value customer relationship management
• Timely invoicing
• Accurate job pricing
• Upselling protocols
• Revenue reconciliation
• Productive time utilization
• Modern diagnostic equipment proficiency
• Automotive technologies proficiency
• Expert knowledge of automotive systems (engine, transmission, electrical, and electronic systems)
• Proficiency with diagnostic software and equipment
• Understanding of manufacturer service procedures and warranty requirements
• Knowledge of automotive parts sourcing, inventory management, and Kenyan industry regulations
• Long-term relationship management
• Time management
• Process optimization
• Financial management
• Policy implementation
• Compliance management
• Leadership and team development
• Problem-solving and analytical thinking
• Quality management
• Continuous improvement mindset

• Degree in Automotive Engineering, Mechanical Engineering, or a related technical field
• Trade certification from a recognized automotive training institution
• Valid driving licence; Class B minimum; Class C preferred
• Professional certifications from major automotive manufacturers are an added advantage