Service Manager

The Service Manager / Aftersales Manager is responsible for overseeing the aftersales department, ensuring the delivery of high-quality service to customers, managing service operations, and maintaining customer satisfaction. This role involves coordinating between the service team, parts department, and customers to ensure efficient service delivery, profitability, and adherence to company standards.

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Key Responsibilities

·       Team Leadership:

-        Supervise and manage a team of service advisors, technicians, and support staff.

-        Provide leadership, guidance, and training to ensure a high level of service quality and customer satisfaction.

·       Customer Service:

-        Interact with customers to ensure their service needs are met and their concerns addressed.

-        Handle customer inquiries, complaints, and service-related issues to maintain a positive customer experience.

·       Service Department Operations:

-        Oversee the day-to-day operations of the service department, ensuring it runs smoothly and efficiently.

-        Schedule and manage service appointments and work orders.

-        Monitor and maintain service bay workflow and technician productivity.

·       Quality Assurance:

-        Enforce high-quality service standards, ensuring all repairs and maintenance are performed to specifications.

-        Implement and oversee quality control procedures to minimize errors and back jobs.

·       Parts and Inventory Management:

-        Coordinate with the parts department to ensure the availability of necessary parts and materials for service jobs.

-        Manage service department inventory, optimizing stock levels and controlling costs.

·       Technical Expertise:

-        Stay current with technical and service training, as well as industry trends and innovations.

-        Often technical assistance to technicians and service advisors when necessary.

·       Compliance and Safety:

-        Ensure the service department operations in compliance with company standards, policies, and industry regulations.

-        Promote and enforce safety protocols to prevent accidents and injuries in the workplace.

·       Budget Management:

-        Develop and manage the service department’s budget, controlling expenses while maximizing revenue and profitability.

·       Sales and Upselling:

-        Collaborate with service advisors to identify additional service and maintenance opportunities for customers.

-        Promote genuine parts and accessories when relevant to service jobs.

·       Reporting and Documentation:

-        Maintain accurate records of service transactions, work orders, and customer interactions.

-        Prepare and submit regular reports on service department performance to dealership management.

·       Continuous Improvement:

-        Identify areas for process improvement and implement strategies to enhance service department efficiency and customer satisfaction.

·       Training and Development:

-        Develop and implement ongoing training programs for service staff to keep them updated on latest technologies and service techniques.

MAIN RESPONSIBILITIES:

1.      Part Inventory, Ordering, Forecasting, Auditing, Issuance

2.      BRP Monitoring, estimate reviewing, estimate approval, Billing monitoring, Collections and RO closure in the system, Process auditing, Reports checking

3.      Customer service analysis, PMS due sweeping, Appointment and spot checking, Reports checking, Complaints monitoring and closing, Target setting

4.      Warranty FTIR monitoring, filing and closing, Masterfile checking

5.      Daily Operation Audit, Job order review, Job Controls in the system, Technician efficiency, Leadman effectiveness, washing urgency and quality

6.      Promotional strategy, analysis and direction, procurement, hiring, people development

7.      Profitability – collections and production audit

8.      Perform other tasks assigned by management

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Required Skills & Qualifications

• Proven leadership experience managing service teams, ideally in automotive retail or a related industry.
• Strong coaching and mentoring skills with the ability to motivate diverse teams.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinking and analytical abilities with proficiency in service data analysis and reporting.
• Customer-focused mindset with a passion for delivering exceptional service.
• Familiarity with CRM systems, digital service tools, and marketing platforms.
• Ability to manage multiple priorities in a fast-paced environment.
• High integrity and professionalism.