National Service Manager – Automotive
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Key skills for this role
About the Role
The National Service Manager is responsible for leading and managing all service operations across the national dealer and service network.
Key Skills for This Role
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Job Summary
The National Service Manager is responsible for leading and managing all service operations across the national dealer and service network.
The role ensures the delivery of high-quality customer service, achievement of service revenue targets, implementation of manufacturer standards, and continuous improvement of service performance, customer satisfaction, and operational efficiency.
Service Operations Management
- Develop and execute national service strategies aligned with company objectives.
- Oversee service operations across all branches, dealerships, and authorized service centers.
- Monitor and improve service KPIs, productivity, efficiency, and profitability.
- Ensure compliance with manufacturer and company service standards.
Dealer & Network Management
- Support and manage dealer service operations to achieve performance targets.
- Conduct regular dealer visits, audits, and performance reviews.
- Implement corrective action plans for underperforming service locations.
- Maintain strong relationships with dealers and service partners.
Customer Experience
- Drive customer satisfaction initiatives and improve CSI (Customer Satisfaction Index) scores.
- Analyze customer complaints and implement corrective measures.
- Ensure consistent delivery of excellent customer service throughout the network.
Technical & Quality Management
- Coordinate with technical support teams to resolve complex vehicle issues.
- Ensure proper implementation of technical campaigns, recalls, and warranty procedures.
- Monitor quality standards and service process compliance.
Financial Management
- Develop and manage the national service budget.
- Monitor service revenue, labor sales, parts sales, and profitability.
- Identify opportunities to increase after-sales revenue and reduce operational costs.
Training & Team Leadership
- Lead, mentor, and develop regional service managers and service teams.
- Identify training needs and coordinate technical and customer service training programs.
- Promote a culture of continuous improvement and accountability.
Reporting & Analysis
- Prepare monthly and quarterly performance reports.
- Analyze service trends, warranty performance, customer feedback, and operational metrics.
- Present recommendations to senior management for business improvement.
• Customer Satisfaction Index (CSI)
- Service revenue growth
- Workshop productivity and efficiency
- First-time fix rate
- Warranty claim performance
- Service retention rate
- Dealer service compliance score
- Employee development and retention
Qualifications
- Bachelor's degree in Mechanical Engineering, Automotive Engineering, Business Administration, or related field.
- Master's degree (preferred).
Experience
- 8–15 years of automotive after-sales/service experience.
- Minimum 5 years in a senior service management role.
- Experience managing multiple service locations or a dealer network nationally.
- Strong knowledge of automotive service operations, warranty management, and dealer standards.
Skills & Competencies
- Leadership and people management
- Strategic planning and execution
- Financial and business acumen
- Customer service excellence
- Automotive technical knowledge
- Dealer network management
- Data analysis and reporting
- Negotiation and stakeholder management
- Problem-solving and decision-making
- Excellent communication and presentation skills
Travel Requirements
- Frequent travel to dealerships, service centers, and regional offices nationwide.
Working Conditions
- Office-based with regular visits to workshops, dealerships, and customer locations as required.
- This version is suitable for automotive distributors, importers, OEMs, and dealer groups managing nationwide service operations.
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