Service Manager/After Sales Manager

Confidential Company; Abu Dhabi; Presencial; AED 180.000 - 240.000; Jornada completa

Descripción de la vacante

Confidential Company in Abu Dhabi seeks an experienced Aftersales Service Manager to oversee the automotive service centre, ensuring customer satisfaction, workshop efficiency and profitability. You will lead service advisors, technicians and support staff, driving aftersales revenue and maintaining service quality.

The role requires strong leadership, a deep understanding of diagnostics and maintenance, and a track record of managing large teams in premium multi-brand workshops.

Formación

• 8–12 years in automotive aftersales/service operations.
• 3–5 years in a Service Manager or Aftersales Manager role.
• UAE automotive industry experience preferred.
• Strong exposure to premium or luxury multi-brand automotive workshops.
• Excellent leadership and commercial management skills.
• Knowledge of workshop management systems and KPIs.

Responsabilidades

• Oversee daily service centre operations from reception to delivery to ensure efficiency.
• Develop strategies to achieve monthly and annual service revenue targets.
• Manage customer relationships and handle escalations to ensure satisfaction.
• Lead service advisors, workshop supervisors, technicians and support staff with KPI-driven performance.
• Ensure adherence to manufacturer specs and workshop quality standards.
• Coordinate with parts to ensure timely spare parts availability.
• Identify opportunities to upsell and increase bookings and retention.
• Prepare performance reports and forecasts for senior management.

Conocimientos

Leadership

Customer handling

Commercial management

Team management

KPI tracking

DMS

Workshop management

Herramientas

DMS

Workshop software

Descripción del empleo

ob SummaryThe Service Manager Aftersales Manager is responsible for overseeing the overall operations of the automotive service centre ensuring customer satisfaction workshop efficiency profitability service quality and achievement of aftersales revenue targets The role involves managing service advisors workshop supervisors technicians customer service teams and other operational staff while ensuring smooth day-to-day service operations

Key Roles

1. Service Centre Operations Management Oversee daily operations of the automotive service centre and workshop Ensure smooth workflow from vehicle reception to final delivery Monitor workshop productivity efficiency technician utilization and turnaround time Ensure timely completion of vehicle repairs and maintenance Coordinate between service advisors technicians parts teams and workshop supervisors Maintain service quality standards and operational procedures
2. Aftersales Revenue Profitability Develop and implement strategies to achieve monthly and annual service revenue targets Monitor workshop revenue gross profit labour sales and spare parts sales Identify opportunities to increase service bookings upselling and customer retention Monitor average repair order value and service conversion rates Control operational expenses and improve overall workshop profitability Prepare monthly revenue forecasts and performance reports
3. Customer Relationship ManagementEnsure high levels of customer satisfaction throughout the service process Handle escalated customer complaints and resolve service-related concerns Build long-term relationships with customers and corporate clients Implement customer retention and service follow-up strategies Monitor customer feedback and improve customer service standards
4. Team Leadership Performance ManagementLead and manage service advisors workshop supervisors technicians and support staff Set individual and departmental KPIs Conduct regular performance reviews and team meetings Identify training needs and support employee development Ensure effective manpower planning and staff allocation Maintain discipline accountability and teamwork within the service centre
5. Workshop Quality Technical OversightEnsure accurate vehicle diagnosis repairs and maintenance Monitor repeat repairs warranty claims and customer complaints Ensure adherence to manufacturer specifications and workshop quality standards Coordinate with technical teams to resolve complex vehicle issues Implement quality control procedures before vehicle delivery Ensure compliance with health safety and workshop regulations
6. Spare Parts Inventory CoordinationCoordinate with the spare parts department to ensure timely availability of required parts Monitor parts consumption stock availability and procurement requirements Minimize repair delays caused by spare parts shortages Ensure proper utilization of workshop equipment tools and resources
7. Business Development Customer RetentionIdentify opportunities to expand aftersales business Develop corporate and fleet maintenance relationships Implement service packages maintenance contracts and promotional campaigns Work closely with sales and marketing teams to increase workshop traffic Develop strategies to retain existing customers and attract new customers
8. Reporting KPI MonitoringPrepare daily weekly and monthly workshop performance reports Track revenue profitability labour productivity and customer satisfaction Monitor service advisor performance and technician efficiency Analyze operational challenges and recommend improvements Present performance reports and action plans to senior management

Experience Minimum 8 12 years of experience in automotive aftersales service operations At least 3 5 years in a Service Manager or Aftersales Manager role UAE automotive industry experience preferred Strong exposure to premium or luxury multi-brand automotive workshops Experience managing large teams and handling service centre profitability Strong technical understanding of automotive diagnostics repairs and maintenance Knowledge of workshop management systems DMS and service KPIs Excellent leadership customer handling and commercial management skills

Minimum 8–12 years of experience in automotive aftersales/service operations.At least 3–5 years in a Service Manager or Aftersales Manager role.UAE automotive industry experience preferred.Strong exposure to premium or luxury multi-brand automotive workshops.Experience managing large teams and handling service centre profitability.Strong technical understanding of automotive diagnostics, repairs, and maintenance.Knowledge of workshop management systems, DMS, and service KPIs.Excellent leadership, customer handling, and commercial management skills.