Aftersales Manager/Service Manager

Icon Jco Puchong SDN BHD; Puchong; On-site; MYR 120,000 - 190,000; Full time

Job summary

Icon Jco Puchong SDN BHD is seeking an experienced Aftersales Manager/Service Manager to lead the automotive service team in Puchong Jaya, Selangor. This full-time role focuses on delivering excellent customer service, upholding service standards, and driving profitability within the service department.

You will oversee technicians and advisors, monitor KPIs, coordinate with parts and warranty teams, and implement improvements to enhance productivity and customer satisfaction.

Qualifications

• Experience in automotive aftersales or service department operations.
• Previous managerial or supervisory experience in automotive industry.
• Strong knowledge of vehicle servicing, repairs, warranty procedures, and spare parts operations.
• Excellent leadership, communication, and team management skills.
• Strong customer service and complaint resolution abilities.

Responsibilities

• Oversee daily aftersales and service department operations.
• Supervise service advisors, technicians, workshop foremen, and staff.
• Monitor KPIs, workflow productivity, and service quality.
• Maintain profitability by monitoring revenue and costs.
• Coordinate with parts and warranty teams for parts and claims.
• Establish targets and prepare performance reports.
• Ensure safety compliance and training.

Skills

Automotive aftersales

Leadership

Customer service

Team management

Budgeting and profitability

Tools

Microsoft Office

Workshop management systems

Job description

About the role

Icon Jco Puchong SDN BHD is seeking an experienced Aftersales Manager/Service Manager to join our automotive team in Puchong Jaya, Selangor. This is a full-time position that plays a crucial role in managing and overseeing all aftersales and service operations. As Aftersales Manager/Service Manager, you will be responsible for ensuring exceptional customer service delivery, maintaining service quality standards, and driving profitability within the service department. This role is pivotal to our business success and directly impacts customer satisfaction and loyalty in the automotive aftermarket sector.

Key Responsibilities

• Oversee daily aftersales and service department operations to ensure smooth and efficient workflows.
• Manage and supervise service advisors, technicians, workshop foremen, and other aftersales personnel.
• Monitor workshop productivity, service quality, turnaround time, and overall team performance.
• Ensure vehicle servicing and repairs are completed according to manufacturer standards and company procedures.
• Handle escalated customer complaints and resolve service-related issues professionally.
• Develop and maintain strong relationships with customers to improve satisfaction, retention, and loyalty.
• Monitor service department revenue, operating costs, and profitability.
• Identify opportunities to increase aftersales revenue through service packages, maintenance plans, and parts sales.
• Coordinate with parts and warranty teams to ensure timely availability of spare parts and proper warranty claim processing.
• Establish service targets, monitor key performance indicators (KPIs), and prepare performance reports.
• Ensure compliance with workplace safety requirements, company policies, and manufacturer guidelines.
• Conduct regular team meetings, staff training, and performance evaluations.
• Identify operational challenges and implement improvements to enhance productivity and service quality.
• Maintain effective communication with management, suppliers, manufacturers, and other departments.

Requirements

• Proven experience in automotive aftersales, workshop management, or service department operations.
• Previous experience in a managerial or supervisory role within the automotive industry.
• Strong knowledge of vehicle servicing, repairs, warranty procedures, and spare parts operations.
• Excellent leadership, communication, and team management skills.
• Good understanding of service department KPIs, budgeting, and profitability.
• Strong customer service and complaint resolution skills.
• Excellent organisational, analytical, and problem-solving abilities.
• Proficient in Microsoft Office and relevant workshop management systems.
• Able to manage multiple priorities and work under pressure.