National Service Manager

Job Purpose

To lead, develop, and manage the national service operations, ensuring service excellence, customer satisfaction, operational efficiency, and profitability across all service outlets. The National Service Manager is responsible for strategic planning, performance monitoring, team development, and alignment with business goals.

Job Responsibilities

Strategic Leadership & Service Operations:

• Develop and implement national service strategies aligned with company objectives.
• Lead the overall service operation, ensuring consistent performance and service quality across all outlets.
• Monitor workshop productivity, efficiency, and utilization KPIs to ensure operational excellence.
• Support new service facility planning and expansion initiatives.

Team Management & Development:

• Manage and oversee:
• Workshop Managers / Service Managers
• Service Advisors
• Workshop Supervisors / Foremen
• Technical Trainers
• Telematics / Diagnostic Engineers
• Field Service / Mobile Support Teams
• Identify training needs and implement continuous development programs for technical and frontline staff.
• Drive a performance-based culture and lead talent succession planning within the service function.

Customer Satisfaction & Quality Assurance:

• Ensure high levels of Customer Satisfaction Index (CSI) across all branches.
• Monitor and resolve escalated customer complaints in a timely and effective manner.
• Implement and enforce quality control measures and standard operating procedures.

Profitability & Budget Management:

• Achieve service revenue and gross profit targets across all branches.
• Optimize cost structures and improve operational efficiencies to maximize bottom-line results.
• Plan and control the service department budget and expenses.
• Warranty & Technical Support:
• Oversee warranty processing, audits, and claim submissions with the technical support manager.
• Lead technical problem-solving and escalation processes with Technical support teams.
• Ensure timely dissemination of technical bulletins, updates, and campaigns to all locations.

Business Development & Customer Retention:

• Drive service contract acquisition and renewal strategies for fleet and B2B customers with the technical support manager.
• Support marketing and service promotional campaigns to boost workshop load and revenue.
• Maintain strong relationships with key clients and ensure contract compliance.

Reporting & Compliance:

• Generate detailed monthly reports on service performance, KPIs, and customer feedback.
• Ensure compliance with manufacturer standards, safety regulations, and audit requirements.

Job Requirements

Qualifications

• Bachelor’s degree in Mechanical/Automotive Engineering, Business Administration, or a related field.

Experience

• 10+ years of experience in automotive/equipment aftersales, with at least 5 years in a national or regional leadership role.

Knowledge & Skills

• Strong understanding of workshop operations, technical diagnostics, customer handling, and revenue generation.
  Demonstrated success in leading multi-site operations and cross-functional teams.
  Strong interpersonal, leadership, analytical, and decision-making skills.
  Proficient in DMS/ERP systems and Microsoft Office Suite.
  Knowledge of warranty processes, telematics, and CSI programs.