Service Manager

Key Responsibilities

• Oversee all aftersales operations, including service bookings, warranty claims, and complaint resolution.

• Act as the escalation point for customer complaints, ensuring fair, fast, and professional handling.

• Maintain strong relationships with customers to build loyalty and repeat business.

Workshop & Service Management

• Manage day-to-day service operations, from routine maintenance to major repairs.

• Coordinate with mechanics, inspectors, and service advisors to ensure timely and high-quality work.

• Monitor turnaround times and ensure efficient scheduling of service bays.

• Ensure parts availability and liaise with suppliers when required.

Team Leadership & Processes

• Lead, train, and mentor the service and aftercare team to maintain high standards.

• Set and implement service policies, SOPs, and complaint-handling procedures.

• Drive improvements in customer satisfaction and operational performance.

Performance & Reporting

• Track KPIs such as service turnaround times, complaint resolution rates, and customer satisfaction scores.

• Prepare reports on service performance, recurring issues, and improvement strategies.

• Recommend and implement initiatives to enhance the aftersales experience.