SERVICE MANAGER: AUTOMOTIVE

About the Role

We seek a dynamic Service Manager for a new automotive franchise in Ras Al-Khaimah. This critical role oversees the service function and customer service process, manages skilled technicians, and ensures the efficient operation of the workshop to drive performance while maintaining manufacturer standards and customer satisfaction.

Key Responsibilities

Strategic:

• Develop and implement manpower planning strategies to ensure team engagement and retention
• Create and monitor KPIs for efficient customer journey management and performance monitoring
• Resolve customer complaints to ensure high customer retention
• Manage both B2C and B2B relationships to achieve business targets
• Drive Value Added Services sales through service operations

Operational:

• Take full responsibility for the customer after the sale
• Achieve set labour and parts targets
• Maximise workshop productivity, efficiency and utilisation
• Monitor service orders (WIP) and ensure timely billing
• Plan and manage workshop operations efficiently
• Implement and oversee the Fix First Time Policy
• Supervise direct reports, maintaining high-performance standards

People Management:

• Recruitment and training of technical staff
• Team engagement and performance management
• Handle complex situations effectively

Process Improvement:

• Ensure compliance with workshop Standard Operating Procedures and policies
• Manage manufacturer book time policy, parts ordering and technical bulletins
• Oversee warranty diagnoses and claims procedures to minimise business loss

Requirements

Qualifications:

• Degree or Diploma in Automobile or Mechanical Engineering
• Aftersales management experience is a prerequisite

Experience:

• 3-5 years of relevant experience, with 1-2 years in a similar capacity in the automobile aftersales sector

Skills & Attributes:

• Fluent in English & Arabic
• Customer service orientation
• Highly organised with proven results
• Strong tactical and decision-making abilities
• Experience managing workshop operations and technical teams