Manager, Service

Job Summary

The Manager, Service is responsible for overseeing daily workshop operations to ensure efficient workflow, superior customer service, and compliance with company standards. This role involves managing performance, optimizing service quality, and achieving financial and operational targets in alignment with organizational goals.

Key Responsibilities

1. Workshop Operations Management

• Oversee and coordinate day-to-day service operations to ensure smooth, efficient, and safe workflows.
• Monitor repair progress and turnaround time to minimize vehicle downtime.
• Track outstanding Repair Orders (ROs) to ensure timely job completion, closure, and invoicing.

2. Customer Service & Satisfaction

• Address and resolve customer concerns promptly and professionally.
• Ensure service quality meets or exceeds customer expectations.
• Collaborate closely with the Head of Branch (Operations) to update clients on job progress and maintain effective communication channels.

3. Team Leadership & Performance Management

• Set clear departmental objectives and conduct periodic performance reviews.
• Promote teamwork, accountability, and a culture of continuous improvement.
• Guide and develop service personnel to enhance technical and operational competencies.

4. Financial & Revenue Management

• Manage and control the service department's budget, revenue, and expenses.
• Monitor workshop productivity, efficiency, and profitability KPIs on a regular basis.
• Identify cost-saving measures and implement strategies to improve financial outcomes.

5. Compliance, Safety & Quality Assurance

• Ensure all workshop operations comply with company SOPs, safety regulations, and quality standards.
• Promote a strong safety culture and adherence to occupational health and safety practices.
• Continuously improve operational procedures to maintain service excellence.

Requirements

• Diploma or Degree in Automotive Engineering, Mechanical Engineering, or related field.
• Minimum 510 years of working experiencein service or workshop management, preferably in the commercial vehicle industry.
• Strong leadership, communication, and analytical skills.
• Customer-oriented with proven ability to drive team performance and operational efficiency.

Job Type: Full-time