Service Manager/After Sales Manager

ob Summary The Service Manager / Aftersales Manager is responsible for overseeing the overall operations of the automotive service centre, ensuring customer satisfaction, workshop efficiency, profitability, service quality, and achievement of aftersales revenue targets. The role involves managing service advisors, workshop supervisors, technicians, customer service teams, and other operational staff while ensuring smooth day-to-day service operations. Key Roles & Responsibilities 1. Service Centre Operations Management • Oversee daily operations of the automotive service centre and workshop. • Ensure smooth workflow from vehicle reception to final delivery. • Monitor workshop productivity, efficiency, technician utilization, and turnaround time. • Ensure timely completion of vehicle repairs and maintenance. • Coordinate between service advisors, technicians, parts teams, and workshop supervisors. • Maintain service quality standards and operational procedures. 2. Aftersales Revenue & Profitability • Develop and implement strategies to achieve monthly and annual service revenue targets. • Monitor workshop revenue, gross profit, labour sales, and spare parts sales. • Identify opportunities to increase service bookings, upselling, and customer retention. • Monitor average repair order value and service conversion rates. • Control operational expenses and improve overall workshop profitability. • Prepare monthly revenue forecasts and performance reports. 3. Customer Relationship Management • Ensure high levels of customer satisfaction throughout the service process. • Handle escalated customer complaints and resolve service-related concerns. • Build long-term relationships with customers and corporate clients. • Implement customer retention and service follow-up strategies. • Monitor customer feedback and improve customer service standards. 4. Team Leadership & Performance Management • Lead and manage service advisors, workshop supervisors, technicians, and support staff. • Set individual and departmental KPIs. • Conduct regular performance reviews and team meetings. • Identify training needs and support employee development. • Ensure effective manpower planning and staff allocation. • Maintain discipline, accountability, and teamwork within the service centre. 5. Workshop Quality & Technical Oversight • Ensure accurate vehicle diagnosis, repairs, and maintenance. • Monitor repeat repairs, warranty claims, and customer complaints. • Ensure adherence to manufacturer specifications and workshop quality standards. • Coordinate with technical teams to resolve complex vehicle issues. • Implement quality control procedures before vehicle delivery. • Ensure compliance with health, safety, and workshop regulations. 6. Spare Parts & Inventory Coordination • Coordinate with the spare parts department to ensure timely availability of required parts. • Monitor parts consumption, stock availability, and procurement requirements. • Minimize repair delays caused by spare parts shortages. • Ensure proper utilization of workshop equipment, tools, and resources. 7. Business Development & Customer Retention • Identify opportunities to expand aftersales business. • Develop corporate and fleet maintenance relationships. • Implement service packages, maintenance contracts, and promotional campaigns. • Work closely with sales and marketing teams to increase workshop traffic. • Develop strategies to retain existing customers and attract new customers. 8. Reporting & KPI Monitoring • Prepare daily, weekly, and monthly workshop performance reports. • Track revenue, profitability, labour productivity, and customer satisfaction. • Monitor service advisor performance and technician efficiency. • Analyze operational challenges and recommend improvements. • Present performance reports and action plans to senior management. Experience: • Minimum 8–12 years of experience in automotive aftersales/service operations. • At least 3–5 years in a Service Manager or Aftersales Manager role. • UAE automotive industry experience preferred. • Strong exposure to premium or luxury multi-brand automotive workshops. • Experience managing large teams and handling service centre profitability. • Strong technical understanding of automotive diagnostics, repairs, and maintenance. • Knowledge of workshop management systems, DMS, and service KPIs. • Excellent leadership, customer handling, and commercial management skills. • Minimum 8–12 years of experience in automotive aftersales/service operations. • At least 3–5 years in a Service Manager or Aftersales Manager role. • UAE automotive industry experience preferred. • Strong exposure to premium or luxury multi-brand automotive workshops. • Experience managing large teams and handling service centre profitability. • Strong technical understanding of automotive diagnostics, repairs, and maintenance. • Knowledge of workshop management systems, DMS, and service KPIs. • Excellent leadership, customer handling, and commercial management skills.