JOB OBJECTIVE
The Service Manager will be responsible for overseeing employees and daily operations within the workshop service department. His/her primary focus will be on maintaining excellent customer service, managing staff, and ensuring effective communication with customers.
RESPONSIBILITIES AND DUTIES
- Implement business strategies for the service workshop that aligns with the Business objectives.
- Ensure that the service workshop complies with the dealership standards set by the Company and the principals, as well as the legal and regulatory requirements of the industry.
- Lead, coach, and mentor a team of technicians, service advisors, and support staff.
- Foster a culture of teamwork, excellence, and customer focus.
- Ensure the onboarding of newcomers.
- Manage the daily operations of the workshop, ensuring that the workshop delivers high-quality and timely service to the customers, and that the workshop utilizes its resources optimally.
- Prepare and monitor the workshop’s annual budget and monthly targets and take corrective actions as needed to ensure that the workshop meets or exceeds its financial objectives.
- Ensure that the workshop provides a positive and consistent customer experience throughout the customers after sales service journey, and that the workshop builds and maintains long-term relationships with the customers.
- Monitor closely the attendance of all technicians and service staffs and manage leaves.
- Define individual training program to gain required skills and increase their competency, includes giving in-house trainings and trainings delivered online and at the manufacturer training center.
- Do follow up and report monthly training hours.
- Manage workshop tools and equipment, including purchase, maintenance, and regular inventory check.
- Control that all warranty processes are being followed as per brand Global Warranty Manual.
- Apply all Health & Safety protocols, including electric vehicles and high voltage systems.
- Perform weekly or Bi-weekly Stand-up meeting to ensure all updates or new information concerning internal operations, HR Information or Brand information is shared among all team members.
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in a relevant field (e.g. Automotive Engineering, Business Administration, or related discipline acceptable by the Management).
- Professional certification, ideally with a focus on the automotive industry.
- Minimum 5-8 years of experience as Service Manager, within the automobile dealership or automotive services sector.
- Proven track record of success in managing service teams and driving operational efficiency.
- Experience in planning and executing service-related projects.
- Experience in handling customer inquiries, complaints, and technical issues related to conventional/Electric/Hybrid vehicles.
- Holder of a clean certificate of morality.
