About the Role:
As the After Sales Service Manager, you will be responsible for leading the After Sales Service team in achieving company goals and ensuring that business objectives are met. This includes overseeing service delivery, customer satisfaction, service processes, and operating profits.
Key Responsibilities:
- Lead and manage the Aftersales Service team to meet company objectives, KPIs, and service standards.
- Achieve monthly service turnover and operating profit targets by effectively managing car intake and operating expenses.
- Monitor and maintain the quality of service and repairs, ensuring compliance with Principal’s standards.
- Ensure workshop efficiency, productivity, and utilization through daily time analysis reports.
- Oversee recruitment and deployment of staff to ensure optimal daily operations.
- Ensure compliance with government regulations, including workplace health and safety.
- Maintain and manage service centre processes, software, and equipment to meet retail standards.
- Track and evaluate key performance indicators (KPIs), including service sales turnover, utilization rates, and customer satisfaction (NPS).
- Assess and authorize the purchase of workshop consumables, tools, and equipment as necessary.
- Conduct regular performance reviews and provide coaching, training, and mentoring to staff.
- Streamline work processes and motivate the team to ensure continuous improvement.
- Strengthen customer service processes to maintain high customer satisfaction levels.
- Conduct weekly and monthly meetings with key personnel to review performance and implement corrective actions.
- Foster strong relationships with internal and external stakeholders to meet business objectives.
- Maintain industry knowledge by monitoring market trends and competitor activities.
- Develop team spirit and ensure that all staff understand the company’s direction and goals.
- Manage warranty structures and procedures in accordance with company regulations and ensure the implementation of product campaigns.
Job Requirements:
- Broad understanding of the automotive industry.
- Minimum 5 years of experience in a premium automotive brand.
- At least 5 years of management experience.
- Deep knowledge of the After Sales discipline, including service, bodyshop, parts, pre-delivery, trade sales, and customer service.
- Strong understanding of the relationship between Principal/Importer and retailers.
- Expertise in KPIs and cross-functional business drivers.
- Aggressive, forward-thinking with a focus on performance and goals.
- Excellent communication and presentation skills.
- Creative with strong conceptualization and idea-generation abilities.
- Strong negotiation and influencing skills.
Interested candidates please apply online or send your latest CV to [email protected]
AlwaysHired Pte Ltd
Reg No: R1549345
EA: 24C2293
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