Service Manager, Sale Services

Job Purpose

This role is responsible for leading all service centre operations to achieve customer satisfaction customer retention revenue profitability and productivity objectives The role ensures the effective utilization of manpower facilities and resources while maintaining compliance with company policies manufacturer standards and aftersales procedures The Service Manager drives operational excellence business growth and continuous improvement to deliver an exceptional customer experience

Leading and managing all Service Centre operations including service reception workshop operations customer service and warranty activities Developing and implementing business plans and operational strategies to achieve revenue profitability productivity and customer satisfaction targets Monitoring service performance and taking corrective actions to ensure the achievement of departmental objectives and KPIs Managing workforce planning manpower utilization and resource allocation to support operational requirements Driving workshop productivity efficiency capacity utilization and vehicle throughput Ensuring repairs and maintenance activities comply with manufacturer standards quality requirements and delivery commitments Collaborating with Parts Sales Warranty and other departments to ensure seamless after-sales operations Managing customer satisfaction customer retention and escalating customer concerns to strengthen customer loyalty Driving First-Time Fix Rate FTFR performance and reducing repeat repairs through effective quality management Supporting service marketing initiatives and customer retention programs to increase workshop utilization and after-sales revenue Ensuring compliance with warranty policies service campaigns technical requirements and company operating procedures Developing coaching and motivating employees through performance management training succession planning and talent development initiatives Promoting a culture of continuous improvement operational excellence and customer-centric service Managing Service Centre facilities equipment tools and assets to ensure safe and efficient operations

• - Bachelor s degree in mechanical engineering, automotive engineering, industrial engineering, or a related discipline.
• - Professional certifications in service management or aftersales operation are an advantage.

• - 7 years minimum in automotive aftersales operations, including at least 3 years in a managerial role within a dealership environment.
• - Proven experience in service operations management, business performance improvement and customer service leadership.