Service Manager

We are seeking an experienced Service Manager to oversee and manage the daily operations of the automotive service reception department, ensuring efficient service delivery, operational excellence, and high levels of customer satisfaction.

The successful candidate will be responsible for supervising the service reception team, coordinating with workshop and parts departments, ensuring compliance with manufacturer service standards, and maintaining effective customer relationships. The role also involves monitoring service performance, resolving customer concerns, and supporting departmental productivity and profitability.

Key Responsibilities:

Service Operations Management

• Manage and supervise daily service reception activities to ensure smooth operations and timely vehicle delivery.
• Ensure all service and repair activities are carried out in accordance with manufacturer standards, established procedures, and quality requirements.
• Coordinate closely with the Workshop Manager and Parts Department to ensure efficient service delivery and availability of required parts.
• Review repair estimates, communicate repair requirements and associated costs to customers, and ensure necessary approvals are obtained before proceeding.
• Monitor service efficiency, vehicle turnaround times, and customer retention to identify areas for improvement.
• Ensure timely completion of vehicle recall campaigns and coordinate with the Warranty Administrator on warranty-related matters.

Customer Service & Satisfaction

• Maintain high standards of customer service and ensure a positive customer experience throughout the service process.
• Handle escalated customer complaints and concerns, ensuring timely and effective resolution.
• Monitor customer feedback and service satisfaction levels, implementing corrective actions and service improvements where necessary.
• Build and maintain strong customer relationships, including providing personalized attention to VIP customers.
• Coordinate with manufacturers regarding escalated customer concerns, warranty approvals, and goodwill requests.

Team Leadership & Development

• Lead, supervise, and motivate the Service Advisors and service reception team to achieve operational and service objectives.
• Provide guidance, coaching, and ongoing support to enhance employee performance and technical knowledge.
• Conduct staff performance evaluations and identify training and development requirements.
• Promote teamwork, accountability, and adherence to company policies, procedures, and safety standards.
• Participate in manpower planning and recruitment activities to support departmental requirements.

Performance Monitoring & Reporting

• Monitor service reception performance and ensure effective utilization of manpower and available resources.
• Review customer feedback, service concerns, and operational reports to identify opportunities for continuous improvement.
• Coordinate with department heads and management to address operational challenges and improve service efficiency.
• Support departmental objectives relating to service quality, customer satisfaction, productivity, and profitability.

Skills

Qualifications & Experience

• Diploma or Bachelor's Degree in Engineering.
• Minimum 10 years of relevant experience in the automotive industry, including at least 5 years in a supervisory or management capacity.
• Proven experience in automotive service management within a dealership or workshop environment.
• Strong knowledge of automotive systems, vehicle diagnostics, repair procedures, and manufacturer service standards.
• Experience in service reception management, warranty coordination, and customer complaint resolution.
• Excellent communication skills in English and Arabic.

Required Skills & Competencies

• Strong leadership, team management, and people development skills.
• Excellent customer service and relationship management capabilities.
• Sound understanding of automotive aftersales operations and dealership service processes.
• Strong organizational, planning, and administrative skills.
• Effective problem-solving, decision-making, and conflict resolution abilities.
• Ability to manage operational priorities and maintain service quality in a fast-paced environment.
• Strong coordination and communication skills when dealing with customers, internal departments, and manufacturers.