After Sales Manager

We are seeking an experienced, results-oriented, and customer-focused professional to serve as our After Sales Manager. The successful candidate will lead after-sales operations, drive service revenue and retention, ensure exceptional customer experiences post-purchase, and manage a high-performing service and parts team. This role requires strong technical and operational leadership, deep automotive after-sales knowledge, excellent communication skills, and a commitment to continuous improvement and compliance.

Key Responsibilities - After Sales Leadership & Operations

• Develop and implement comprehensive after-sales strategies to achieve service, parts, and customer retention targets while maximizing profitability and customer lifetime value.

• Lead, coach, and manage service advisors, technicians, parts associates, and service managers to drive consistent operational performance and deliver outstanding customer experiences.

• Set and monitor KPIs (e.g., service revenue, labor hours sold, repair order count, average repair order, parts margin, technician productivity, cycle time, first-time fix rate) and implement actionable plans to improve results; report performance to senior leadership.

• Oversee parts inventory management, ordering, stocking, and pricing strategies to ensure availability, minimize obsolescence, and optimize gross margin.

• Implement and improve service workflows, scheduling, and capacity planning to reduce wait times, increase throughput, and enhance customer satisfaction.

• Ensure exceptional customer journeys from service booking through delivery and follow-up; measure and act on customer satisfaction metrics, Net Promoter Score (NPS), and warranty recovery rates.

• Collaborate with sales, finance, and operations teams to create cross-functional retention and upsell programs that increase repeat business and ancillary revenue.

• Manage warranty administration, technical bulletins, and recalls in coordination with OEM partners to ensure timely, compliant repairs and proper reimbursement.

• Recruit, develop, and retain skilled technicians and parts professionals; design and deliver training programs, standard operating procedures, and performance management practices to build an inclusive, high-performing team culture.

• Ensure compliance with safety regulations, environmental requirements, and manufacturer standards; maintain service documentation accuracy and regulatory records.

• Drive continuous improvement through data analysis, process optimization, vendor management, and effective use of dealer management systems (DMS) and service management tools.

Required Qualifications - Skills & Experience

• Bachelor’s degree in Business, Automotive Technology, Engineering, or a related field, or equivalent practical experience.

• 5+ years of progressive experience in automotive after-sales, service management, or parts operations with at least 2 years in a managerial role.

• Proven track record of meeting or exceeding service revenue and profitability targets; strong commercial and financial acumen including budgeting and P&L familiarity.

• Deep knowledge of automotive service processes, parts operations, warranty and recall management, technician workflow, and relevant compliance requirements.

• Experience with dealer management systems (DMS), service scheduling platforms, and CRM/after-sales tools; ability to leverage data to drive decisions.

• Exceptional communication, customer service, and relationship-building skills; ability to influence stakeholders at all levels and present to leadership.

• Demonstrated leadership and coaching abilities with a focus on building diverse, inclusive teams and developing talent through training, goal-setting, and performance feedback.

Preferred Qualifications - Tools, Certifications & Domain Experience

• Experience with major DMS platforms (e.g., Reynolds & Reynolds, CDK Global) and service management or parts inventory systems.

• Prior experience managing OEM warranty programs, recall execution, and manufacturer technical support processes.

• Certifications or technical training in automotive service, ASE credentials, factory training, or Lean/continuous improvement methodologies are a plus.

• Background in after-sales digital tools, online service booking, telematics-supported maintenance, or connected vehicle services is advantageous.

Work Environment & Compensation - After Sales Manager

• Full-time position with an onsite or hybrid work model depending on service center needs and geographic location; regular availability for extended hours, evenings, and occasional weekends may be required to support service operations and peak demand.

• Competitive salary and performance-based compensation commensurate with experience, plus a comprehensive benefits package including health insurance, retirement plan options, paid time off, and employee vehicle or purchasing programs where applicable.

• Opportunities for professional development, technical training, and support for relevant certifications; clear career growth paths within a collaborative and inclusive workplace.

• We prioritize diversity, equity, and inclusion and strive to provide a supportive environment that values work-life balance and employee well-being.