Aftersales & Service Manager

Joystar Auto Sdn Bhd; Shah Alam; On-site; MYR 120,000 - 180,000; Full time

Job summary

Joystar Auto Sdn Bhd aims to appoint an Aftersales Operations Manager to oversee daily workshop activities, ensure quality servicing, and drive efficiency. You will lead manpower planning, workflow optimization, PDI cost control, and collaboration with customers, insurers, and vendors to uphold high standards of service.

Minimum 5 years in automotive aftersales or service management, with a degree or diploma in related fields, and strong leadership and stakeholder management capabilities.

Qualifications

• Degree or Diploma in Automotive Engineering, Business Management, Operations Management, or related discipline.
• Minimum 5 years of managerial experience in automotive aftersales, workshop operations, or service management.
• Strong leadership, communication, and stakeholder management skills.
• Experience in used car operations, accident repair management, or fleet servicing will be an added advantage.

Responsibilities

• Oversee daily workshop operations to ensure productivity, quality, and efficiency targets.
• Ensure all vehicles are serviced, repaired, inspected, and delivered according to company standards.
• Lead continuous improvement initiatives to enhance service quality and turnaround times.
• Coordinate effectively with customers, insurers, adjusters, and external stakeholders.
• Establish customer engagement strategies to increase repeat business and long-term customer loyalty.
• Monitor customer satisfaction performance and implement initiatives to improve service experience.
• Develop service campaigns, maintenance programs, and retention activities to strengthen customer relationships.
• Resolve escalated customer issues professionally and efficiently.
• Ensure consistent delivery of high-quality service across all customer touchpoints.

Skills

Leadership

Stakeholder mgmt

Process improvement

Customer service

Education

Automotive/Engineering degree

Job description

Oversee daily workshop operations to ensure productivity, quality, and efficiency targets are achieved.

Ensure all vehicles are serviced, repaired, inspected, and delivered according to company standards.

Optimize manpower utilization, workflow planning, and workshop capacity management.

Maintain high standards of workplace safety, housekeeping, and operational compliance.

Lead continuous improvement initiatives to enhance service quality and turnaround times.

Establish customer engagement strategies to increase repeat business and long-term customer loyalty.

Monitor customer satisfaction performance and implement initiatives to improve service experience.

Develop service campaigns, maintenance programs, and retention activities to strengthen customer relationships.

Resolve escalated customer issues professionally and efficiently.

Ensure consistent delivery of high-quality service across all customer touchpoints.

Pre-Delivery Inspection (PDI) Cost Control

Establish cost-effective processes for vehicle inspection and preparation.

Ensure vehicles meet required quality standards before customer delivery.

Monitor supplier and vendor performance to achieve cost, quality, and turnaround objectives.

Implement measures to improve productivity while maintaining service quality.

Manage accident repair operations from vehicle assessment to repair completion.

Coordinate effectively with customers, insurers, adjusters, and external stakeholders.

Ensure accurate documentation and timely processing of repair-related claims.

Improve repair turnaround times and customer satisfaction throughout the repair journey.

Develop accident repair services as a key business growth segment.

Leadership & People Development

Lead, motivate, and develop the aftersales team to achieve departmental objectives.

Establish a high-performance culture focused on accountability and continuous improvement.

Conduct performance reviews, coaching sessions, and succession planning activities.

Promote teamwork, collaboration, and employee engagement within the department.

Requirements

Degree or Diploma in Automotive Engineering, Business Management, Operations Management, or related discipline.

Minimum 5 years of managerial experience in automotive aftersales, workshop operations, or service management.

Strong understanding of workshop operations, customer service, vehicle repairs, and business development.

Proven experience in managing operational performance and profitability.

Strong leadership, communication, and stakeholder management skills.

Experience in used car operations, accident repair management, or fleet servicing will be an added advantage.