Assistant Service Manager

DK Motor; Perak; On-site; MYR 60,000 - 90,000; Full time

Job summary

Jora Malaysia is seeking a capable Service Department Manager to plan, lead and maintain workshop operations, ensuring work is completed on time and to customers' expectations. You will drive KPI performance, budgets and staff development, coordinating with technicians and other teams to uphold quality repairs and timely reporting while ensuring a safe, clean service area.

The role requires strong leadership, customer focus and the ability to manage multiple priorities in a fast-paced workshop

Qualifications

• Plan, organise and manage the day-to-day operations of the service department.
• Set KPI targets, budgets and quarterly goals for service and parts.
• Maintain high-quality service repairs and minimise comebacks.
• Communicate with the Service Manager, Technicians and other departments.
• Keep accurate records for each repair and monitor hours against estimates.
• Lead and support team members to meet company goals.
• Ensure clean work areas and customer waiting areas.

Responsibilities

• Plan, organise and manage day-to-day operations.
• Monitor technicians' daily productivity and parts availability.
• Provide leadership and coaching to the service team.
• Handle customer complaints promptly per dealership guidelines.

Skills

Leadership

Customer service

Operations planning

Performance management

Team supervision

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

To plan, implement and maintain an effective work flow and processes in the workshop to ensure all work is completed timely and accurately, according to the customers' expectations. To lead the Service Department in delivering a high standard of customer service at all times, and to be fully accountable for the department's operational, financial and people performance. To communicate and work closely with the Service Manager, Technicians and other departments to deliver quality repair and service on time, every time.

Key responsibilities

• Plan, organise and manage the day-to-day operations of the service department.
• Set, monitor and achieve key performance indicators (KPI), budgets and targets for the service and parts departments.
• Ensure excellent results and achieve goals quarter after quarter, month after month, on all aspects of customers, people, operations, and financials.
• Oversees all aspects of customer care, work order and register management, facility maintenance, and merchandising activities.
• Take full ownership of customer satisfaction, including sales, inventory management, training and performance improvement for the department.
• Maintain accurate records for each repair performed by the service department.
• Provide leadership to support team members in meeting company goals.
• Monitors technicians' daily productivity.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

About you

• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Ensures that the work areas and customer waiting area are kept clean.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepares pricing guides and maintenance menus for frequent labor operations.
• Handles customer complaints immediately and according to dealership's guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.