3S Aftersales Services Manager

Job Overview

The Manager - 3S Aftersales Services is responsible for overseeing all aspects of the service department, ensuring exceptional service delivery and compliance with Nissan's high standards; managing a team of technicians and service advisors, optimizing workflow, and maintaining an inventory of parts tailored to regional demands; implementing advanced diagnostic and repair protocols; ensuring adherence to local automotive regulations; and driving continuous improvement within the service center.

Key Responsibilities / Accountabilities

• Oversee all aspects of service center operations, including scheduling, staffing, and resource allocation.
• Develop and implement standard operating procedures (SOPs) to streamline service processes and ensure consistent service delivery.
• Monitor key performance indicators (KPIs) such as service efficiency, productivity, and customer satisfaction to drive continuous improvement.
• Coordinate with other departments to optimize service center performance and achieve business objectives.
• Implement cost effective measures to maximize profitability while maintaining service quality.
• Ensure compliance with Nissan's standards, policies, and regulations.
• Implement advanced customer service protocols to elevate the client experience, including faster response times and personalized service options, ensuring high satisfaction and retention rates.
• Deploy sophisticated scheduling software to efficiently manage appointments, reduce wait times, and optimize workforce utilization, enhancing both customer satisfaction and staff productivity.
• Streamline the process of handling warranty claims to ensure quick and accurate resolution, enhancing customer trust and reducing operational bottlenecks.
• Adopt the latest technology, such as diagnostic tools and management systems, to improve the accuracy of service assessments and the speed of service delivery.
• Implement eco friendly practices within the service center, such as recycling parts and using environmentally friendly materials, to align with Nissan's sustainability goals and customer expectations.
• Develop and maintain a comprehensive crisis management plan to handle unexpected disruptions smoothly, ensuring continuity of service and safeguarding both employees and customers.
• Manage relationships with vendors to ensure the timely supply of high quality service equipment and materials, negotiating favorable terms and monitoring vendor performance to ensure compliance with Nissan's standards.
• Schedule and oversee regular maintenance and upgrades of service center facilities to ensure they remain state of the art, fostering a safe and appealing environment for both customers and staff.

Technical Training Implementation

• Tailor training programs to address the unique challenges and common issues faced in the Saudi market, such as extreme temperatures and sand exposure, ensuring technicians are well prepared for regional specific vehicle problems.
• Evaluate the effectiveness of training programs, ensuring technicians are proficient in complex repair and maintenance tasks specific to Nissan vehicles.
• Ensure all technicians receive appropriate Nissan certification, maintaining a high standard of service quality and technical capability within the dealership.
• Include practical, hands on workshops in training programs that allow technicians to work directly with the latest Nissan models and technologies, enhancing their practical skills and confidence.

Quality Assurance Compliance

• Implement and monitor quality standards for all services provided at Nissan service centers, ensuring all repairs meet or exceed Nissan's global and regional standards.
• Perform regular audits of service operations to identify areas for improvement and ensure compliance with both Nissan standards and Saudi regulations.
• Address any discrepancies in service quality promptly, implementing corrective measures to maintain customer trust and service integrity.

Parts Management Optimization

• Oversee the inventory of Nissan parts to ensure availability and timely access for repairs, considering the specific demands of the Saudi market.
• Work with parts suppliers to secure favorable terms and ensure the quality of parts meets Nissan's specifications.
• Accurately forecast parts needs based on service trends and vehicle data to prevent overstocking or shortages.
• Regularly review parts usage and repair data to optimize stock levels and reduce costs, ensuring that parts inventory is aligned with actual service needs and seasonal variations.

Regulatory Standards Adherence

• Maintain up to date knowledge of Saudi automotive service regulations, ensuring all service practices are compliant.
• Adapt service practices to meet changing regulatory requirements, ensuring continued compliance and operational legality.
• Regularly inform and train service staff on regulatory changes that affect service operations, ensuring full team compliance.

The Job Profile

• Educational Qualifications: Associate's or Bachelor's degree in Automotive Technology or Automotive Service Management; MBA is a plus.
• Professional Certifications: Automotive Service Excellence (ASE) certification.
• Experience: Minimum 8 years experience in automotive service operations.
• Languages: Fluency in English & Arabic languages.

Seniority Level

• Mid Senior level

Employment Type

• Full time

Job Function

• Other
• Industries: Retail Motor Vehicles