After-Sales Lead: Workshop Ops & Service Excellence

Harmony Auto Netherlands; Rotterdam; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Key management role

International automotive team

Job summary

Harmony Auto Netherlands is seeking an experienced After-sales Manager to oversee the Zaandam showroom's after-sales operations. You will manage workshop activities, service staff, warranty handling and ensure high customer satisfaction across the department.

You will lead a team of technicians and service advisors, coordinate with the sales team, monitor KPIs, and drive continuous process improvements in a busy automotive environment.

Qualifications

• 5+ years of experience in automotive after-sales service, preferably in a dealership or 4S environment.
• Proven track record in an after-sales manager or workshop manager role.
• Strong knowledge of automotive maintenance, repair and after-sales operations.
• Experience managing technicians and customer-facing service staff.
• Leadership, communication and problem-solving skills.
• Strong understanding of after-sales KPIs, customer satisfaction and cost control.

Responsibilities

• Manage the daily operations of the after-sales department.
• Lead and coordinate technicians, service advisors and reception staff.
• Plan workshop appointments and allocate tasks to ensure efficient and timely vehicle repairs.
• Monitor repair quality, service efficiency and customer satisfaction.
• Handle customer complaints and after-sales issues professionally and efficiently.
• Manage warranty claims and ensure compliance with manufacturer requirements and company procedures.
• Monitor after-sales KPIs, revenue, costs and operational performance.
• Coordinate with the Sales Department to ensure a smooth customer experience.
• Monitor workshop equipment, tools and spare parts requirements.
• Establish and improve after-sales processes, service standards and internal procedures.
• Ensure compliance with company policies, health & safety requirements and applicable Dutch regulations.
• Prepare regular after-sales performance reports and provide improvement recommendations to management.
• Recruit, train, motivate and evaluate after-sales team members.
• Support the continuous improvement of customer satisfaction and the overall after-sales business in Zaandam.

Skills

Leadership

Customer service

Problem-solving

Communication

Organizational skills

Dutch

English

Job description

Harmony Auto Netherlands is seeking an experienced After-sales Manager to oversee the Zaandam showroom's after-sales operations. You will manage workshop activities, service staff, warranty handling and ensure high customer satisfaction across the department.

You will lead a team of technicians and service advisors, coordinate with the sales team, monitor KPIs, and drive continuous process improvements in a busy automotive environment.