Head of Aftersales - Southern Region

MindMerge Consulting; Johor Bahru; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading automotive consulting firm in Johor Bahru is seeking a Head of Aftersales for the Southern Region. The successful candidate will oversee aftersales operations, focusing on maximizing workforce efficiency and achieving financial targets while ensuring high customer satisfaction. Applicants should have 8-10 years of experience in automotive service industries, with proven management experience of a large team. This role demands a dynamic individual with strong leadership and KPI-oriented skills.

Qualifications

• 8-10 years experience in Automotive Service Industries, specifically in dealership Aftersales operations.
• Minimum of 3 years experience managing an aftersales team of 40-50 staff.
• Experience in managing KPIs related to revenue and PBIT targets.

Responsibilities

• Maximize workshop facilities to optimum capacity.
• Plan aftersales budget to meet customer/business needs.
• Achieve budgeted workshop financial targets.
• Improve workshop productivity and ensure job completion within time frames.
• Motivate staff to meet targets and develop skills.

Skills

Automotive service operations

Team management

KPI achievement

Customer satisfaction

Budget planning

Process optimization

Education

Degree in Automotive Engineering

Job description

Johor Bahru, Malaysia | Posted on 08/04/2025

Our client is the top Automotive retail group in Malaysia looking for Head of Aftersales for Southern Region. This person will manage and ensure high level of repair quality, customer satisfaction through motivation of staff and achieving profitability through maximizing workshop facilities working towards the company’s objectives.

Responsibilities:

• Maximize the use of workshop facilities to its optimum capacity.
• Plan and strategies aftersales budget i.e workshop facilities/ manpower/ training to ensure the aftersales operation is well developed to cater to customer/business needs.
• Achieve budgeted workshop financial target as well as other related aftersales KPIs.
• Propose/recommend solutions to ensure workshop productivity is improving as well as uninterrupted.
• Close monitoring of efficiency, productivity and utilization to ensure repair jobs are completed within the targeted time frame.
• Plan for employees’ skills/ knowledge development to ensure business is equipped with competent manpower.
• Ensure high degree of repair quality to gain customers satisfaction towards the aftersales services provided as well as to encourage return/ new customers.
• Ensure customers’ complaints are dealt with efficiently to avoid any escalation to Principal/ Management or bad reputation of the Company.
• Take measures to improve results, motivating staff to achieve targets set by understanding employees’ current needs and challenges.
• Streamline as well as review current workshop flow and working conditions to propose improvements.
• Supporting peer manager on technical issues and complaints.
• Conduct periodical review of the workshop performance of individual staff to ensure that work attitudes and work performance meets the company objectives.
• Ensure aftersales adherence to the set guidelines and policies by Company/ Principal in order to prevent company from facing any audit issues.
• Ensure compliance to the prevailing Environment, Safety & Health policies and legal requirements, and the Group’s sustainability initiatives.
• Execute any other tasks as instructed by the Management.

Requirements

• Degree in Automotive Engineering or any other relevant field.
• At least 8-10 years in the Automotive Service Industries in dealership Aftersales operations with a minimum of 3 years’ experience in managing aftersales team. This person will be managing around 40-50 aftersales staff (Customer Service, Front desk, Workshop and Parts teams).
• Vast Aftersales operations experience in the Southern markets. This person will be managing the departments’ KPIs of meeting the revenue and PBIT targets and also daily throughputs of around40-50 per day.
• Aggressive, dynamic and experienced in working fast-paced and KPI- and process-oriented operations.