Service Manager (Service Centre)

Benefits: Bonus

Working Hours
Mon - Fri 8.30am - 5.30pm
Sat 8.30am - 12.30pm

Responsibilities

• Lead the After sales 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 monitored closely and met accordingly.
• Achieve monthly budgeted service turnover and operating profit through daily cars intake and operating expenses.
• Monitor the quality of service and repair work performed daily to meet the required Principal’s standards.
• Maintain workshop efficiency, productivity, and utilization for workshop staff through close monitoring via daily time analysis report.
• Recruit and deploy staff to ensure optimal daily operations.
• Ensure compliance with government regulations such as Workplace health and safety for workshop and frontline employees.
• Maintain Service Centre daily work processes, workshop diagnosis networking, software, and equipment to meet retail standard requirements.
• Evaluate efficiency, productivity, utilization rate, service sales turnover, and net promoter score (NPS) on a monthly basis through various reports.
• Assess the need to purchase and authorize the ordering of workshop consumable items, tools, and equipment.
• Conduct periodical performance reviews of individual staff to ensure alignment with the Company’s objectives.
• Propose and implement measures to streamline work processes and motivate workshop and frontline personnel.
• Enhance customer service processes to improve customer satisfaction.
• Develop staff through training, coaching, and mentoring to enhance performance and build competencies.
• Conduct weekly and monthly meetings with key personnel to share feedback and seek improvements.
• Build strong rapport with internal and external stakeholders/customers to meet business objectives and Principal’s targets.
• Maintain relations with National Automobile bodies/authorities and major competitors for market observation.
• Promote team spirit within Aftersales personnel through training, salary conditions, and career systems.
• Set up and control proper warranty structures and procedures according to regulations, ensuring follow-up on cost development in warranty and goodwill.
• Implement and follow through on product campaigns.

Job Requirements

• Broad understanding of all aspects of the automotive industry.
• Minimum 5 years of experience in premium brand automotive business.
• Minimum 5 years of management experience.
• In-depth understanding of all aspects of the After sales discipline: Service, Bodyshop, Parts, Pre-delivery, Trade Sales, and Customer Service.
• In-depth understanding of the Principal/Importer and retailer relationship and business practices.
• Understanding of key performance indicators in individual departments and cross-functional drivers of business performance.
• Result-driven individual with strong business acumen.
• Aggressive and forward-thinking.
• Ability to analyze and use Financial Reports.
• Excellent communication skills, including presentation effectiveness.
• Well-rounded conceptualization skills, creative, and ideas generator.
• Strong personal effectiveness with good negotiation and influencing skills.
• Emphasis on performance, goal, and team orientation.