Service Manager, After Sale Services

Ceer; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Ceer in Saudi Arabia is seeking a Service Centre Manager to lead all service centre operations, driving customer satisfaction, retention, revenue and productivity while maintaining manufacturer standards and aftersales procedures.

You will oversee workforce planning, workshop efficiency, quality management and cross‑department collaboration (Parts, Warranty) to deliver an exceptional customer experience and continuous improvement.

Qualifications

• 7+ years in automotive aftersales operations
• At least 3 years in a managerial role within a dealership environment
• Proven experience in service operations management and customer service leadership

Responsibilities

• Lead and manage all Service Centre operations including service reception, workshop operations, customer service and warranty activities
• Develop and implement business plans and operational strategies to achieve revenue, profitability, productivity and customer satisfaction targets
• Monitor service performance and take corrective actions to ensure departmental objectives and KPIs are met
• Manage workforce planning, manpower utilization and resource allocation to support operational requirements
• Drive workshop productivity, efficiency, capacity utilization and vehicle throughput
• Ensure repairs and maintenance comply with manufacturer standards and delivery commitments
• Collaborate with Parts, Warranty and other departments for seamless after-sales operations
• Promote a culture of continuous improvement and staff development through coaching and performance management

Skills

Leadership

Customer service

Operations management

People management

Talent development

Continuous improvement

Quality management

Education

Bachelor's degree in mechanical engineering

Bachelor's degree in automotive engineering

Bachelor's degree in industrial engineering

Professional certifications in service management

Job description

Job Purpose

This role is responsible for leading all service centre operations to achieve customer satisfaction customer retention revenue profitability and productivity objectives The role ensures the effective utilization of manpower facilities and resources while maintaining compliance with company policies manufacturer standards and aftersales procedures The Service Manager drives operational excellence business growth and continuous improvement to deliver an exceptional customer experience

Key Functional Responsibilities

Leading and managing all Service Centre operations including service reception workshop operations customer service and warranty activities Developing and implementing business plans and operational strategies to achieve revenue profitability productivity and customer satisfaction targets Monitoring service performance and taking corrective actions to ensure the achievement of departmental objectives and KPIs Managing workforce planning manpower utilization and resource allocation to support operational requirements Driving workshop productivity efficiency capacity utilization and vehicle throughput Ensuring repairs and maintenance activities comply with manufacturer standards quality requirements and delivery commitments Collaborating with Parts Sales Warranty and other departments to ensure seamless after-sales operations Managing customer satisfaction customer retention and escalating customer concerns to strengthen customer loyalty Driving First-Time Fix Rate FTFR performance and reducing repeat repairs through effective quality management Supporting service marketing initiatives and customer retention programs to increase workshop utilization and after-sales revenue Ensuring compliance with warranty policies service campaigns technical requirements and company operating procedures Developing coaching and motivating employees through performance management training succession planning and talent development initiatives Promoting a culture of continuous improvement operational excellence and customer-centric service Managing Service Centre facilities equipment tools and assets to ensure safe and efficient operations

Education

• - Bachelor s degree in mechanical engineering, automotive engineering, industrial engineering, or a related discipline.
• - Professional certifications in service management or aftersales operation are an advantage.

Experience

• - 7 years minimum in automotive aftersales operations, including at least 3 years in a managerial role within a dealership environment.
• - Proven experience in service operations management, business performance improvement and customer service leadership.