Service Manager

Performance Goals

• Defines performance goals at the start of the year in discussion with the Assistant General Manager, and ensures that the goals are achieved during the year.
• Drives Aftersales area results through effective planning, resource allocation, work allocation, monitoring, and decision-making to achieve the branch’s KPIs.

Core Responsibilities

• Ensures achievement of branch’s targets and objectives, both Service revenue and Parts sales through workshop and retail counters, while making certain that Aftersales operations are compliant with company standards and policies.
• Organizes, monitors, and evaluates internal Aftersales key figures in the branch.
• Oversees repair quality and monitors manpower performance periodically, finding ways to consistently motivate the staff towards dedicated work and high-quality service.
• Ensures high levels of workshop productivity and maximized opportunities, both in Service and Parts sales.
• Recommends a range of Aftersales services to be offered by the dealership, oriented towards the appropriate target groups, with consideration for the competitive environment. Implementation within the Department is subject to Management’s approval.
• Sets monthly targets for Service Advisors on the number of ROIs, Net Sales, Sold Hours, Value Added Services, and Parts Sales.
• Provides inputs for the Aftersales marketing plan and recommends its implementation.
• Analyzes the CS results, conducts review meetings, and provides an action plan to address areas of concern. Submits weekly and monthly reports to the Area Service Manager as required.
• Implements Service Processes and Procedures, and initiates changes if deemed necessary for continuous improvement.
• Ensures that frontline discipline is maintained at all times (e.g. uniform, conduct, and professionalism).
• Ensures proper functioning of Service reception and that all infrastructures are in line with the Retail Visual Identity.