Service Manager

Atomic Recruitment Sea; Johor Bahru; On-site; MYR 120,000 - 180,000; Full time

Job summary

Global automotive brand is seeking an experienced Service Manager to lead its aftersales workshop operations. You will drive operational excellence, ensure service quality, and deliver a strong customer experience while achieving ambitious business targets.

You will lead a technical team, manage workshop capacity and KPI performance, mentor technicians, and collaborate with Parts and other teams to minimise downtime and elevate client satisfaction.

Qualifications

• Diploma or degree in mechanical or automotive engineering.
• Minimum 5 years in workshop or aftersales leadership.
• Experience in passenger car or commercial vehicle environments.
• Proven ability to manage workshop KPIs and service quality.
• Heavy vehicle license is an added advantage.

Responsibilities

• Lead day-to-day workshop operations to ensure safe, high-quality service delivery.
• Manage workshop capacity, technician utilization, workflow and turnaround time.
• Drive KPIs including productivity, efficiency, labour recovery and customer satisfaction.
• Oversee customer service experience, handling escalations and maintaining relationships.
• Ensure service quality standards and operational processes are met.
• Collaborate with Parts and internal teams for smooth service execution.
• Lead, coach and develop a team of technicians and service personnel.
• Drive continuous improvement initiatives to enhance workshop performance and customer experience.

Skills

Leadership

People management

Customer service

Workshop operations

KPI management

Problem solving

Premium brands experience

Education

Mechanical/Automotive Engineering degree

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.

Our client, a global automotive brand, is seeking an experienced Service Manager to lead its aftersales workshop operations. This role is open to experienced leaders from both passenger car and commercial vehicle backgrounds, as long as they have strong exposure to workshop operations, team leadership, and customer-facing service performance. You will be responsible for driving operational excellence, ensuring service quality, leading a technical team, and delivering a strong customer experience while achieving business performance targets.

Key Responsibilities

• Lead day-to-day workshop operations to ensure efficient, safe and high-quality service delivery.
• Manage workshop capacity, technician utilization, workflow and turnaround time.
• Drive key performance metrics including productivity, efficiency, labour recovery and customer satisfaction.
• Oversee customer service experience, handling escalations and maintaining strong client relationships.
• Ensure service quality standards and operational processes are consistently met.
• Work closely with Parts and internal teams to ensure smooth service execution and minimal downtime.
• Lead, coach and develop a team of technicians and service personnel.
• Drive continuous improvement initiatives to enhance workshop performance and customer experience.

Requirements

• Diploma/Degree in Mechanical, Automotive Engineering or related discipline.
• Minimum 5 years’ experience in workshop or after sales/service operations leadership.
• Open to passenger car or commercial vehicle background, provided strong operational and customer-facing experience.
• Proven experience managing workshop KPIs, team performance and service quality.
• Strong leadership and people management skills.
• Customer-centric with good problem-solving ability.
• Experience in premium automotive brands is an advantage.
• Heavy vehicle license is an added advantage.