Assistant State Manager, Service Operations (After Sales)

Job Summary:

We are looking for a proactive and results-driven Assistant State Manager, Service Operations to support the performance and operational excellence of our service network. In this role, you will work closely with outlet management teams to drive revenue growth, improve service operations, ensure compliance with company standards, and enhance customer satisfaction across the assigned region.

Job Descriptions:-

• Drive the achievement of service revenue targets, including Parts, Lubricants, Value Added Products (VAP), as well as key performance indicators (KPIs) such as Throughput, Vehicle Off Road (VOR), Customer Booking Journey (CBJ), and Service Fix metrics across all assigned outlets.
• Ensure full implementation and compliance with company policies, Standard Operating Procedures (SOPs), and action plans through regular outlet visits, assessments, and operational audits covering service, warranty, and parts operations.
• Monitor and ensure the timely submission of operational reports, including VOR, Manpower, PADE, OCE, CSI, Stock on Hand (SOH), Marketing Activities, and Warranty Disposal reports.
• Oversee outlet credit management and debt control to ensure healthy financial performance.
• Conduct regular business review meetings with Outlet Managers to discuss operational performance, business challenges, and improvement initiatives.
• Analyze outlet performance against established targets, identify root causes of performance gaps, and implement corrective action plans to drive continuous improvement.
• Ensure Market Quality Improvement Completion Rate targets are achieved for Safety Recalls, Product Upgrades, and Service Fix campaigns.
• Support the Special Officer and Management Team in the execution of strategic projects, service-related initiatives, and continuous improvement programs.
• Track and provide weekly updates on lubricant sales performance, sales orders, and invoicing status.
• Monitor parts cancellation trends, reordering activities, and parts return processes to optimize inventory management and operational efficiency.

Job Requirements:-

• Diploma or Bachelor's Degree in Automotive Engineering, Manufacturing, Business Management, Business Administration, or a related field.
• Minimum 3 years of relevant working experience in the automotive industry, preferably in service operations, after-sales, outlet management, or dealer network management.
• Strong understanding of automotive service operations, workshop performance management, and customer service excellence.
• Demonstrated leadership capabilities with a proactive, disciplined, and results-oriented approach.
• Excellent interpersonal, communication, and stakeholder management skills, with the ability to engage effectively at all organizational levels.
• Self-motivated, resourceful, and able to work independently in a fast-paced environment.
• Strong organizational, planning, and time management skills with the ability to manage multiple priorities effectively.
• Analytical and data-driven mindset with proficiency in preparing reports, presentations, and performance reviews for management.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Willing to travel extensively within the designated region across Peninsular Malaysia.
• Work Location: Centre of Excellence, Subang Jaya.

Why Join Us?

• Opportunity to work with a leading automotive organization.
• Exposure to large-scale dealer network management and business operations.
• Career growth and development opportunities.
• Dynamic and collaborative work environment.
• Opportunity to make a significant impact on customer experience and business performance.