Service Manager – Automotive Service Center

Job Purpose To lead the overall operations and performance of the automotive service center, ensuring efficient workshop operations, high repair quality, excellent customer satisfaction, strong financial performance, and compliance with OEM standards, procedures, and safety requirements. Key Responsibilities Manage daily service center operations, including service reception, diagnosis, maintenance, repairs, PDI, quality control, and vehicle delivery. Ensure compliance with OEM service standards, technical procedures, warranty policies, and safety requirements. Manage workshop capacity, job allocation, workflow, WIP, technician productivity, and vehicle turnaround time. Drive service revenue, profitability, productivity, efficiency, utilization, and vehicle throughput. Lead, coach, and develop Service Advisors, Workshop Supervisors, Technicians, and support staff. Ensure accurate diagnosis, high repair quality, effective final inspection, and reduction of repeat repairs. Monitor customer satisfaction and ensure customer complaints are handled and resolved promptly. Coordinate with the Parts Department to ensure parts availability and minimize vehicle downtime. Manage warranty operations, including accurate and timely warranty claims and resolution of warranty-related issues. Oversee NEV/PHEV service operations, ensuring appropriate technical procedures, diagnostic equipment, safety practices, and technician competencies. Support new model introductions, technical campaigns, recalls, and PDI activities. Identify training and certification requirements and coordinate technical training with the OEM. Ensure workshop safety, 5S, tools, equipment, and facility standards are maintained. Prepare regular operational and KPI reports and implement corrective actions where required. Identify opportunities to improve customer retention, service quality, workshop efficiency, and aftersales business growth. Requirements Bachelor's degree or Diploma in Automotive/Mechanical Engineering, Electrical Engineering, or a related field. 7–10 years of automotive aftersales/service experience, with at least 3 years in a Service Manager, Workshop Manager, or equivalent leadership role. Strong experience in automotive dealership and workshop operations. Mandatory experience in NEV/PHEV or electric vehicle service operations. Strong knowledge of workshop operations, diagnostics, warranty, quality control, and customer service. Strong leadership, team management, problem-solving, and decision-making skills. Good understanding of workshop KPIs, service revenue, productivity, and profitability. Good English communication, reporting, and computer skills. Key Performance Indicators Service revenue and profitability Workshop productivity, efficiency, and utilization Vehicle throughput and turnaround time WIP and WIP aging On-time vehicle delivery First-Time Fix Rate (FTFR) Repeat repair rate Customer Satisfaction (CSI) Warranty performance Safety and 5S compliance