Toyota Kenya Service Manager (Hino) Job in Nairobi

Toyota Kenya

Job Advert: Service Manager – Hino

Job Title: Service Manager

Division: Hino

Reports To: General Manager –  Hino Division

Direct Reports:

  • Workshop Manager – Nairobi Hino Branch
  • Field Service Consultants
  • Fleet Supervisors

Job Purpose:

  • Develop and implement an aftersales strategy that ensures the delivery of quality and timely aftersales services to Hino customers across the country
  • Ensure Dealer and Distributor CSI targets are consistently achieved
  • Ensure achievement of the Toyota Kenya Hino business revenue and profitability targets
  • Provide Service and Technical support to the Hino aftersales network:
  1. Hino Nairobi Branch,
  2. Toyota Kenya Multi brand branches,
  3. Dealers
  4. Authorised Service Centres

Key Responsibilities:


  • Develop short/medium and long range strategic plans and budgets
  • Develop and execute Hino aftersales strategies to support consistent achievement of the service targets
  • Develop and execute Hino aftersales marketing strategies in liaison with Group Marketing team and Marketing agencies
  • Development of an efficient Hino aftersales network – Toyota Kenya Branches, dealers and Authorised service outlets
  • Technical capacity and capability enhancement


  • Develop and execute strategic plans and annual budgets
  • Develop and implement action plans to guide successful achievement of set targets – revenue, profitability, throughput, productivity/efficiency/ utilization, absorption rates for all service outlets
  • Manage and Control the service budget to ensure efficiency in utilization of resources and compliance with budget
  • Coordinate credit management for the service department to ensure debts owed to Toyota Kenya Hino are recovered in a timely manner in line with the Toyota Kenya credit management guidelines


  • Nurture, coach and develop employees to attain high motivation and performance
  • Provide effective leadership to enhance communication, teamwork and participation
  • Manage team’s performance:
  • Establish career development plans,
  • Establish Successions plans
  • Establish and implement training programmes to achieve and sustain excellent results and individual career growth
  • Establish performance and customer oriented incentive schemes
  • Promote 5S awareness and discipline across the teams (Anzen)
  • Promote continuous improvement – kaizen spirit in all the teams
  • Ensure team complies with company’s policies, procedures, regulations and standards


  • Review standard operating procedures (SOP) and policies to align to best practice/ global benchmarks and ensure compliance
  • Timely implementation of strategies and action plans
  • Review all systems and implement improvements
  • Ensure compliance with statutory requirements and Manufacturers standards.
  • Ensure availability and use of correct tools and Equipment in all service operations. Reinforce through strict implementation of service development manuals
  • Review and approve supplier orders and payments in line with Toyota Kenya Policies and procedures to foster close relationship with all partners


  • Build customer loyalty and trust by being a strong advocate for customers’ interest.
  • Position self and function as a bedrock of support for customer’s technical problems, including offering customer advice on effective measures to pre-empt potential problems
  • Enhance customer satisfaction through innovative service offers and timely resolution of customer complaints in a fair and equitable manner.
  • Administer warranty budget to promote Hino as a fair, caring and responsible brand
  • Rapid Implementation of all product campaigns (Special service campaigns and any other product improvement campaigns) for full customer satisfaction with the Hino products
  • Develop action plans to consistently achieve and grow customer retention rates
  • Grow market share of genuine spare parts
  • Develop aggressive service and spare parts marketing strategies for new and fleet business
  • Quick resolution of all field product problems working closely with both HML / Local Engineering teams and body builders
  • Raise field product problem reports and follow-up for quick resolution with HML, AMS and Local Engineering teams
  • Provide continuous input to the product planning and development function to ensure existing and new products meet or exceed customer expectations

Key Relationships:


  • Toyota Kenya General Managers
  • Departmental Managers
  • Team Leaders
  • Marketing team
  • Human Resources Department
  • Engineering – Body building and product planning Engineers
  • Hino Sales Team
  • Hino aftersales Team
  • Finance Team


  • Suppliers- Sublets (Engineering services, accident / body repairers, Oils, Lubricants, consumables, workshop equipment etc)
  • Hino Dealers and Authorized Service Centres
  • Customers
  • Competitors- Market information and benchmarking
  • Government- National and County
  • Hino Motors Limited
  • Africa Mobility Services ( AMS)
  • Toyota Tshusho Corporation

Qualifications / Skills / Knowledge Required:

  • Bachelor’s Degree or High National Diploma in Automotive / Mechanical /Plant Engineering
  • Minimum 10 years’ experience in Automotive industry preferably in Engineering or Aftersales operations or Customer service
  • Post graduate business degree will be an added advantage


  • Deep knowledge and passion in Automotive technology and emerging designs and trends
  • Budgeting
  • Financial Management
  • Human resource Management
  • Business Acumen
  • Strategic Agility
  • Problem solving skills
  • Resilience
  • Strong customer focus
  • Excellent communication and presentation skills
  • A strong team player and ability to manage conflict and diversity
  • Pleasant and out-going personality with proven ability to build strong long term networks and relationships
  • A strong team player, able to manage conflicts and diversity
  • Excellent communication and presentation skills both written and spoken
  • Strong customer focus

If you meet the requirements, kindly forward your application enclosing a detailed word version of your curriculum vitae together with a cover letter by 11th May 2019 to

Please indicate Service Manager – Hino as the header of your email.

We are an equal opportunity employer

Engineering and Technical
Updated: May 6, 2019 — 1:26 pm