After Sales Manager

We are seeking an experienced, results-oriented, and customer-focused professional to serve as our After Sales Manager. The successful candidate will lead after sales operations, drive service revenue and retention, ensure exceptional customer experiences post-purchase, and manage a high-performing service and parts team. This role requires strong technical and operational leadership, deep automotive after sales knowledge, excellent communication skills, and a commitment to continuous improvement and compliance.

• Develop and implement comprehensive after sales strategies to achieve service, parts, and customer retention targets while maximizing profitability and customer lifetime value.
• Lead, coach, and manage service advisors, technicians, parts associates, and service managers to drive consistent operational performance and deliver outstanding customer experiences.
• Set and monitor KPIs (e.g., service revenue, labor hours sold, repair order count, average repair order, parts margin, technician productivity, cycle time, first time fix rate) and implement actionable plans to improve results; report performance to senior leadership.
• Oversee parts inventory management, ordering, stocking, and pricing strategies to ensure availability, minimize obsolescence, and optimize gross margin.
• Implement and improve service workflows, scheduling, and capacity planning to reduce wait times, increase throughput, and enhance customer satisfaction.
• Ensure exceptional customer journeys from service booking through delivery and follow up; measure and act on customer satisfaction metrics, Net Promoter Score (NPS), and warranty recovery rates.
• Collaborate with sales, finance, and operations teams to create cross functional retention and upsell programs that increase repeat business and ancillary revenue.
• Manage warranty administration, technical bulletins, and recalls in coordination with OEM partners to ensure timely, compliant repairs and proper reimbursement.
• Recruit, develop, and retain skilled technicians and parts professionals; design and deliver training programs, standard operating procedures, and performance management practices to build an inclusive, high performing team culture.
• Ensure compliance with safety regulations, environmental requirements, and manufacturer standards; maintain service documentation accuracy and regulatory records.
• Drive continuous improvement through data analysis, process optimization, vendor management, and effective use of dealer management systems (DMS) and service management tools.

• Bachelor's degree in Business, Automotive Technology, Engineering, or a related field, or equivalent practical experience.
• 5+ years of progressive experience in automotive after sales, service management, or parts operations with at least 2 years in a managerial role.
• Proven track record of meeting or exceeding service revenue and profitability targets; strong commercial and financial acumen including budgeting and P&L familiarity.
• Deep knowledge of automotive service processes, parts operations, warranty and recall management, technician workflow, and relevant compliance requirements.
• Experience with dealer management systems (DMS), service scheduling platforms, and CRM/after sales tools; ability to leverage data to drive decisions.
• Exceptional communication, customer service, and relationship building skills; ability to influence stakeholders at all levels and present to leadership.
• Demonstrated leadership and coaching abilities with a focus on building diverse, inclusive teams and developing talent through training, goal setting, and performance feedback.

• Experience with major DMS platforms (e.g., Reynolds & Reynolds, CDK Global) and service management or parts inventory systems.
• Prior experience managing OEM warranty programs, recall execution, and manufacturer technical support processes.
• Certifications or technical training in automotive service, ASE credentials, factory training, or Lean/continuous improvement methodologies are a plus.
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