Service Manager

Forthing UAE; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Oneroad Auto Service center in the United Arab Emirates seeks a seasoned service leader to drive customer satisfaction and premium service delivery. You will recruit, train, and mentor the service team, set performance goals, and align standards with business targets.

Responsibilities include monitoring service metrics, resolving escalated issues, and collaborating with other departments to improve efficiency. A background in luxury automotive brands and engineering is essential.

Qualifications

• Luxury brand experience required.
• Technical automotive knowledge and diagnosis skills.
• Strong people management and leadership skills.
• Ability to work independently with limited supervision.
• Experience managing and directing employees.
• Graduation in Auto Mechanical Engineering or equivalent.

Responsibilities

• Recruit, train, and mentor service representatives; conduct performance reviews.
• Address complex or escalated customer issues and establish protocols for prompt assistance.
• Monitor service metrics and drive continuous improvement.
• Align service standards with business goals and manage budgets.
• Develop premium service standards and procedures.
• Prepare reports to senior management on performance.

Skills

Leadership

Customer-focused

Independent working

People management

Automotive knowledge

Education

Auto Mechanical Engineering degree

Job description

Oneroad Group established Oneroad Auto Service center in 2017 to carry out automobile aftermarket business. It adheres to the concepts of sincere service, customer-oriented, efficiency and convenience to meet the needs of customers inside and outside the group in automobile maintenance, repair, sheet metal, painting, beauty, modification, spare parts and accessories and other comprehensive service needs. With the full support of the group's superior resources, Oneroad Auto Service has become a modern comprehensive automobile service platform.

ABOUT THE JOB

• Recruit, train, and mentor service representatives, conduct performance reviews, and set team goals
• Address complex or escalated customer issues and establish protocols for prompt and professional assistance
• Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive service continuous improvement
• Align service standards with business goals, manage department budgets, and maintain a strong working knowledge of company products and industry trends
• Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery
• Monitor and evaluate the service team's performance, providing regular feedback, coaching and recognition to drive individual and team excellence
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives
• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills

REQUIRED QUALIFICATIONS

• Luxury brand experience required
• Technical automotive knowledge and diagnosis skills
• Strong people management and leadership skills, motivational, supportive, assertive, and decisive
• Working independently with limited supervision and the motivation to increase product knowledge continually should be evident
• Experience of managing and directing employees
• Driven personality, eager to improve and able to work within and support internal teams
• Graduation in Auto Mechanical Engineering or any equivalent field