Aftersales Ops Manager - Auto Service & Parts

PS Otomobil (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 78,000 - 134,000; Full time

Job summary

PS Otomobil (M) Sdn Bhd invites a seasoned Customer Service Manager to lead aftersales operations, spanning service, workshop and parts sales. You will drive performance and customer satisfaction across the team.

In this role you will strategize to boost workshop revenue, maintain profitability, and ensure timely delivery of vehicles with high service standards. You will manage complaints, audits, and continuous improvement initiatives in a busy dealership environment.

Qualifications

• Bachelor’s Degree in Mechanical Engineering, Automotive, or related field.
• Minimum 5 years in automotive service industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to multi-task, work independently, meet deadlines.
• Proven leadership and teamwork capabilities.
• Proficient in MS PowerPoint, Excel and Word.
• Experience managing technicians, service advisors and parts teams.
• Knowledge of workshop productivity, revenue and profitability.
• Able to manage customer complaints and audits.

Responsibilities

• Manage aftersales operations for service, workshop and spare parts sales.
• Lead the team to achieve high customer satisfaction through service performance.
• Strategize to boost workshop revenue and maintain profitability.
• Achieve WAB & A/C targets and minimum customer retention.
• Handle and resolve customer complaints promptly within agreed time frame.
• Analyze monthly TCSS survey results and organize PDCA review meetings.
• Ensure SSC campaign completion and minimize goodwill costs.
• Optimize appointment loading for maximum customer convenience.
• Ensure customers can speak to Service Advisors promptly.
• Ensure vehicles are ready as promised and delivered on time.
• Achieve 100% post-service follow-up calls.
• Comply with Kodawari operational requirements and high service standards.
• Carry out 5S activities to keep the service center clean and tidy.
• Ensure compliance with Audit Evaluation standards to reduce risks.
• Identify training needs and plan programs to develop frontline team.

Skills

Communication

Interpersonal skills

Problem solving

Analytical skills

Multi-tasking

Team giver?

Education

Bachelor's Degree in Mechanical Engineering

Bachelor's Degree in Automotive

Bachelor's Degree in Customer Service

Related field

Tools

MS PowerPoint

Excel

Word

Job description

PS Otomobil (M) Sdn Bhd invites a seasoned Customer Service Manager to lead aftersales operations, spanning service, workshop and parts sales. You will drive performance and customer satisfaction across the team.

In this role you will strategize to boost workshop revenue, maintain profitability, and ensure timely delivery of vehicles with high service standards. You will manage complaints, audits, and continuous improvement initiatives in a busy dealership environment.