Automotive Service Manager

Job description

1. To lead the Aftersales Service team in achieving the Company’s set goals and ensure that business objectives, KPIs in service delivery, customer service satisfaction, service processes and operating profits are being monitored closely and met accordingly.
2. Responsible for achieving monthly budgeted service turnover and operating profit through daily cars intake and operating expenses.
3. Ensure that the quality of service and repair work performed daily is closely monitored to meet the required Principal’s standards.
4. Maintain workshop efficiency, productivity, and utilization for workshop staff through close monitoring via daily time analysis report.
5. Responsible for recruitment and deployment of staff under his charge to ensure that daily operations run optimally.
6. Maintain and ensure that the service centre meets government regulations such as Workplace health and safety of our workshop and frontline employees.
7. Ensure Service Centre daily work processes, workshop diagnosis networking, software, and equipment are maintained and meet retail standard requirements.
8. Determine the degree of efficiency, productivity, utilization rate, service sales turnover, and net promoter score (NPS) on a monthly basis by evaluating the time analysis report, management report, and VOC report.
9. Assess the need to purchase and authorize the ordering of workshop consumable items, tools, and equipment.
10. Conduct periodical review of the performance of individual staff to ensure that work attitude and performance are in line with the Company’s objectives.
11. Propose and take appropriate measures in streamlining work processes and motivate workshop and frontline personnel.
12. Maintain and strengthen customer service processes to improve customer satisfaction at all times.
13. Develop staff through training, coaching, and mentoring to enhance their performance and build their competencies.
14. Conduct weekly and monthly meetings with key personnel to share feedback from key results for corrective action and continually seek improvement.
15. Build strong rapport with internal and external stakeholders/customers in order to meet the required business objectives and Principal’s targets.
16. Build and maintain good relations with National Automobile bodies/authorities and major competitors for close observation of the service market, its development, and trends.
17. Develop and promote team spirit within the Aftersales personnel through technical/non-technical training, salary, and condition structure and career system. Ensure all staff has a clear understanding of the company’s direction.
18. Setting up and control of proper warranty structures and procedures according to our regulations. Close follow-up of cost development in warranty and goodwill. Ensure product campaigns are being implemented and followed through.

Job requirements

1. Broad understanding of all aspects of the automotive industry.
2. Minimum 5 years of experience in premium brand automotive business.
3. Minimum 5 years management experience.
4. In-depth understanding of all aspects of the Aftersales discipline: Service, Bodyshop, Parts, Pre-delivery, Trade Sales, and Customer Service.
5. In-depth understanding of all aspects of the Principal/Importer and retailer relationship and business practices (Corporate Identity, resource requirements, customer satisfaction, training, marketing, and communications).
6. In-depth understanding of key performance indicators in the individual departments and the cross-functional drivers of business performance as a whole.
7. Result-driven individual with strong business acumen.
8. Aggressive and forward-thinking.
9. Ability to analyze and use Financial Reports.
10. Excellent communication skills, including presentation effectiveness.
11. Well-rounded conceptualization skills, creative, ideas generator.
12. Well-rounded personal effectiveness with good negotiation and influencing skills.
13. Emphasis on performance, goal, and team orientation.