Service Manager

Job Purpose

Key Responsibilities

• Lead the day-to-day operations of the workshop and service department.
• Ensure efficient workshop utilization, technician productivity, and capacity planning.
• Monitor service processes to ensure compliance with manufacturer standards and company policies.
• Drive operational excellence through continuous process improvement initiatives.
• Ensure timely completion of repair orders while maintaining quality standards.
• Deliver exceptional customer service and maintain high levels of customer satisfaction.
• Resolve customer concerns and escalations in a professional and timely manner.
• Monitor customer feedback, CSI (Customer Satisfaction Index), and retention performance.
• Implement initiatives to enhance customer loyalty and service retention.
• Manage departmental profitability, revenue, and operational costs.
• Monitor key performance indicators including:
• Labour sales
• Workshop efficiency
• Technician productivity
• Service retention
• Customer satisfaction
• Gross profit margins
• Develop and implement strategies to increase workshop revenue and aftersales performance.
• Prepare and present monthly operational and financial reports to senior management.
• Lead, mentor, and develop Service Advisors, Workshop Controllers, Technicians, and support staff.
• Conduct performance reviews and establish development plans for team members.
• Foster a high-performance and customer-centric culture.
• Support workforce planning and recruitment initiatives within the department.
• Ensure adherence to manufacturer operating standards and warranty procedures.
• Maintain compliance with health, safety, environmental, and regulatory requirements.
• Conduct regular audits and quality control reviews.
• Ensure proper handling of warranty claims and service documentation.
• Build strong relationships with customers, internal departments, and manufacturer representatives.
• Collaborate with Sales, Parts, CRM, and Marketing teams to improve overall customer experience.
• Support dealership initiatives and strategic business objectives.

Qualifications & Experience

• Bachelor's Degree in Automotive Engineering, Mechanical Engineering, Business Administration, or related field.
• Minimum 8–10 years of automotive aftersales experience.
• At least 5 years in a Service Manager or senior Aftersales leadership role.
• Experience within a premium or luxury automotive dealership environment is highly preferred.
• Strong understanding of workshop operations, aftersales processes, warranty management, and customer experience standards.
• Experience working with Dealer Management Systems (DMS) and manufacturer reporting platforms.

Key Competencies

• Leadership and people management
• Customer-centric mindset
• Commercial and financial acumen
• Operational excellence
• Strategic thinking
• Problem-solving and decision-making
• Communication and stakeholder management
• Performance management