Service Manager

Job Scope

Lead and manage the Service Department by planning, organizing, and controlling all service operations to achieve financial, operational, customer satisfaction, and productivity targets while ensuring compliance with company policies and standards.

Key Responsibilities

• Develop and implement annual service and parts operating plans and budgets to achieve financial, market, productivity, and resource control objectives.
• Assess market potential and prepare revenue forecasts to support business growth.
• Develop operating expense budgets, capital expenditure plans, and profit improvement targets.
• Agree departmental plans and budgets with the General Manager and communicate objectives to service staff.
• Develop and implement sales, merchandising, advertising, and promotional plans to support aftersales targets.
• Establish, implement, and review training and development programs for service department employees.
• Contribute to dealership business development initiatives and public relations activities as a member of the management team.
• Develop and maintain the organizational structure, job descriptions, and employee profiles for the Service Department.
• Conduct recruitment, interviewing, and selection activities as required.
• Ensure compliance with employment legislation and company policies.
• Establish effective control systems for departmental financial, material, and human resources.
• Monitor departmental performance, analyze key performance indicators, identify trends, and implement corrective actions when required.
• Maintain service facilities and workshop areas in accordance with housekeeping standards.
• Ensure effective display and promotion of parts and accessories to maximize parts sales.
• Resolve customer inquiries and complaints in a timely and professional manner.
• Utilize monthly management accounts and performance reports to monitor department productivity and profitability.
• Monitor service performance levels and ensure effective support to the Sales Department.
• Ensure compliance with health, safety, and welfare requirements for customers and employees.
• Ensure service staff adhere to all company policies, procedures, and standard operating processes.
• Perform any other duties as assigned by management.

Requirements

• Bachelor's degree in Automotive Engineering, Mechanical Engineering, or a related field.
• Minimum 8 years of experience in automotive service operations, including supervisory or management experience.
• Strong knowledge of dealership service and aftersales operations.
• Experience in budgeting, financial management, and operational planning.
• Knowledge of health, safety, and employment regulations.