Lead and manage the Aftersales operation to achieve monthly revenue, gross margin and net profit targets.
Drive customer satisfaction by ensuring efficient service processes, timely resolution of concerns and continuous improvement of CSI performance.
Implement and monitor dealer standards, operating procedures, audits and best business practices across the location.
Manage and develop service teams, including supervisors, coordinators, workshop parts counter associates, cashiers and support staff.
Review Aftersales KPIs including productivity, efficiency, turnaround time and revenue per repair order, and initiate improvement plans where required.
Ensure optimal utilization of manpower, workshop equipment and operational resources to support business growth.
Oversee product concern handling, technical escalation and effective communication of service updates to the team.
Support employee engagement, career development and capability building through coaching, training and performance reviews.
Ensure effective implementation of Quality, Health, Safety and Environmental management systems at the location.
Desired Candidate Profile
5–8 years of automotive dealership experience, including 3+ years in an Aftersales managerial role.
Strong interpersonal and leadership skills. Strategic and analytical mindset.
Strong problem-solving skills under pressure. Good understanding of automotive dealer and distributor business processes.
Ability to manage teams, improve processes and deliver results in a fast-paced service environment.
What equips you for the role
Diploma or bachelor’s degree in Automobile or Mechanical Engineering, or a related technical discipline.
Proven experience managing Aftersales, Service or Bodyshop operations within an automotive dealership environment.
Strong commercial awareness with the ability to manage sales, gross margin, profitability and operational KPIs.
Hands-on knowledge of service operations, workshop productivity, customer satisfaction processes and dealer standards.
Ability to lead, coach and motivate teams while building a high-performance culture.
High level of ownership, integrity and responsibility, with the ability to remain calm and solutions-focused under pressure.
Working knowledge of MS Office and ERP systems.