Service Manager After Sales

This role supports the Service Manager in driving the success of Aftersales operations within an automotive dealership environment. The position focuses on achieving key business targets related to labor, spare parts, lubricants, productivity, efficiency, warranty claims, and customer retention. The ideal candidate will play a pivotal role in ensuring high service quality, operational efficiency, and customer satisfaction through effective team coordination and adherence to company policies.

Key Responsibilities

- Assist the Service Manager in meeting Aftersales targets, including labor, spare parts, lubricants sales, productivity, efficiency, First Quality Repair (FQR), warranty claims, and customer retention metrics.
- Monitor and analyze departmental Key Performance Indicators (KPIs), conduct employee performance appraisals, and manage operational reporting using systems such as IFS and QuickBooks.
- Oversee Aftersales operations to ensure smooth workflow, maintain high service standards, and promptly resolve customer complaints to enhance satisfaction.
- Coordinate and facilitate staff training programs, skill development initiatives, and employee engagement activities aimed at improving retention and team morale.
- Promote a workplace culture that is safe, respectful, inclusive, and provides equal opportunities for all employees.
- Ensure strict compliance with company policies including HDPS, HCS/HNMPL guidelines, Standard Operating Procedures (SOPs), and audit requirements.
- Liaise with HNMPL regarding warranty issues and legal matters, ensuring timely follow-up and resolution of outstanding cases.
- Encourage team members to utilize the HTA portal for ongoing learning and professional growth.

Required Qualifications

- Bachelor’s degree in Business Administration, Automotive Management, or a related discipline.
- Proven experience in automotive Aftersales or dealership service operations.
- Strong leadership abilities combined with excellent communication, customer service, and team management skills.
- Solid understanding of workshop operations, warranty processes, KPI management, and reporting tools.
- Proficiency in Microsoft Office applications; familiarity with IFS and QuickBooks is advantageous.
- Demonstrated commitment to customer satisfaction, regulatory compliance, teamwork, and continuous improvement.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with experience in using industry-specific software platforms and those who actively engage in professional development through portals like HTA will be well-positioned for success. The role requires in-person attendance at the designated work location, providing opportunities for direct team collaboration and hands-on management of Aftersales functions.

This position offers a dynamic environment where leadership and operational skills are essential to drive business growth and customer loyalty within the automotive service sector.