Role Summary:
The Service Manager is responsible for delivering a premium aftersales experience aligned with global automotive standards while ensuring operational excellence, workshop efficiency, and sustainable profitability. The role oversees all service operations to achieve outstanding customer satisfaction, strong service retention, and compliance with OEM policies, processes, and brand standards.
Key Responsibilities:
- Manage end-to-end service operations to ensure a seamless customer journey.
- Implement aftersales standards and operating procedures.
- Maintain premium service environment and hospitality standards.
- Ensure efficient workshop flow and optimized repair turnaround time.
- Monitor daily operational KPIs and workshop capacity utilization.
- Deliver exceptional customer ownership experience aligned with premium brand standards.
- Drive Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) targets.
- Handle escalated customer complaints and ensure proactive communication throughout repair processes.
- Implement customer retention and loyalty initiatives.
- Achieve service revenue and profitability targets.
- Monitor labor sales performance, absorption rate, and service retention growth.
- Optimize technician productivity and efficiency.
- Improve first-time fix rate and reduce repeat repairs.
- Coordinate with technical teams on complex diagnostic and repair cases.
- Ensure compliance with warranty policies and claim accuracy.
- Prepare for OEM audits and maintain accurate service documentation/reporting.
- Lead service advisors, workshop controllers, and technical teams.
- Develop employee training, certification plans, and succession planning initiatives.
- Ensure effective use of DMS and digital service platforms.
Qualifications:
- Bachelor's degree in Automotive Engineering, Mechanical Engineering, or Business Administration.
- Minimum 8–12 years of automotive aftersales experience.
- Minimum 4–6 years in a dealership service leadership/management role.
- Experience with premium or technology-focused automotive brands is preferred.
Required Competencies:
- Strong customer service and premium customer experience mindset.
- Excellent operational and financial management skills.
- Leadership and team development capabilities.
- Advanced problem-solving and decision-making skills.
- High emotional intelligence and customer handling ability.
- Strong analytical and reporting skills.
Technical Knowledge:
- Aftersales standards implementation.
- Warranty and technical campaign management.
- Workshop capacity planning.
- Automotive diagnostics workflow.
- Aftersales KPI management.
Languages:
- Professional proficiency in English.
- Arabic is preferred
