Auto Service Manager

Experience; Muscat; On-site; OMR 12,000 - 18,000; Full time

Job summary

Experience is seeking a Workshop & Service Operations Manager in Muscat, Oman to oversee day-to-day operations of our automotive service centre. You will ensure efficient vehicle reception, diagnosis, repair, maintenance, quality inspection and delivery, while boosting productivity and bay utilisation.

You’ll lead a skilled team of technicians, service advisors and support staff, driving service revenue and customer satisfaction.

Qualifications

• Manage day-to-day operations of an automotive service centre/workshop.
• Ensure efficient vehicle reception, diagnosis, repair, maintenance, quality inspection and delivery.
• Monitor workshop productivity, efficiency, utilisation, and bay capacity.
• Ensure services follow manufacturer standards and company procedures.
• Implement processes to minimise turnaround time and improve workshop efficiency.
• Lead and manage Service Advisors, Supervisors, Technicians, Diagnostic Technicians, Auto Electricians and support staff.
• Plan manpower, technician allocation, and workshop schedules.
• Conduct regular performance reviews and training needs.
• Motivate the service team to meet operational and financial targets.
• Develop strategies to improve customer retention and repeat business.
• Monitor KPIs such as labour utilisation, productivity, first-time-fix rate, CSI and workshop profitability.
• Prepare regular operational and performance reports for senior management.
• Ensure accurate diagnosis and high-quality repairs; support technicians with complex problems.
• Maintain compliance with safety, quality standards and warranty documentation.

Responsibilities

• Lead and manage Service Advisors, Workshop Supervisors, Technicians, and support staff.
• Plan manpower requirements, technician allocation, and workshop schedules.
• Monitor warranty claims and ensure proper documentation.
• Drive customer satisfaction and handle escalated issues as needed.

Job description

Workshop & Service Operations Manage the complete day-to-day operations of the automotive service centre/workshop. Ensure efficient vehicle reception, diagnosis, repair, maintenance, quality inspection, and delivery. Monitor workshop productivity, efficiency, utilisation, and bay capacity. Ensure vehicles are serviced and repaired according to manufacturer standards and company procedures. Implement processes to minimise turnaround time and improve workshop efficiency. Team Management Lead and manage Service Advisors, Workshop Supervisors, Technicians, Diagnostic Technicians, Auto Electricians, and support staff. Plan manpower requirements, technician allocation, and workshop schedules. Conduct regular performance reviews and identify training requirements. Motivate the service team to achieve operational and financial targets. Customer Service Ensure high levels of customer satisfaction and service quality. Handle escalated customer complaints and resolve technical/service-related issues. Monitor customer feedback, repeat repairs, warranty issues, and service complaints. Develop strategies to improve customer retention and repeat business. Business & Financial Management Achieve monthly and annual service revenue and profitability targets. Monitor labour sales, parts sales, service packages, and other workshop revenue. Control workshop operating costs and improve gross margins. Monitor KPIs including labour utilisation, productivity, efficiency, first-time-fix rate, CSI, and workshop profitability. Prepare regular operational and performance reports for senior management. Technical & Quality Control Ensure accurate diagnosis and high-quality repairs. Support technicians in resolving complex technical problems. Ensure proper use of diagnostic equipment and workshop tools. Maintain compliance with manufacturer technical standards, safety procedures, and quality requirements. Monitor warranty claims and ensure proper documentation.