Service Manager, After 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.

Key Functional Responsibilities:
• 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.

Job Requirements
Education
- 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.
Experience
- 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.