Executive, Service Operations & NPS

Sime Darby Motors Sdn Bhd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Sime Darby Motors Sdn Bhd is seeking an Executive, Service Operations & NPS to enhance dealer service performance and customer experience across networks in Singapore. You will monitor workshop productivity, analyse trends, and drive improvements in service quality and outcomes.

The role requires strong analytical ability and proficiency in Excel and PowerPoint, with experience in dashboards, reports, and stakeholder coordination. EV knowledge is a plus.

Qualifications

• Diploma or Degree in Business, Automotive Engineering, or a related discipline.
• Relevant experience in automotive aftersales, service operations or customer experience is advantageous.
• Strong analytical skills to interpret operational data and performance trends.
• Proficient in Excel and PowerPoint, with dashboard and report creation experience.
• Excellent communication, coordination and stakeholder-management abilities.
• Customer-focused, organized, and detail-oriented.
• Able to manage multiple actions across departments and partners.
• Knowledge of EV technology and high-voltage basics is a plus.

Responsibilities

• Monitor dealer workshop performance: productivity, efficiency, utilization and quality.
• Compile and analyse operational data; identify performance gaps and track actions.
• Support dealer business reviews, audits and service process improvements.
• Analyse NPS, customer feedback, complaints and service recovery trends.
• Coordinate root-cause reviews and follow up on improvement plans.
• Support customer retention and loyalty initiatives, including service plans and campaigns.
• Coordinate aftersales programmes with fleets, leasing, ride-hailing, and agencies.
• Prepare dashboards, reports and performance updates on service operations and NPS.

Skills

Analytical skills

MS Excel

PowerPoint

Stakeholder management

Education

Diploma or Degree in Business or Automotive Engineering

Tools

MS Excel

PowerPoint

Job description

Company :Vantage Automotive LimitedBuild the Future of Automotive with Us.Vantage Automotive Ltd (VAL) is the distributor partner of EV brands, BYD and Denza, as well as official distributor for Ford in Singapore. Over the years, VAL has built a strong track record in developing franchises for mass-market and premium passenger and commercial vehicles.As part of Sime Group, ranked No. 25 in the Fortune Southeast Asia 500, we’re connected to a powerful network across nine markets in the Asia-Pacific region. With over 13,900 employees, Sime Motors is a leader in automotive assembly, importation, distribution, retail, and after-sales services.What You’ll Be DoingAs an Executive, Service Operations & NPS , you are responsible to support dealer service performance and customer experience initiatives.Monitor dealer workshop performance, including productivity, efficiency, utilisation, capacity, and service quality.Compile and analyse operational data, identify performance gaps, and track agreed improvement actions with dealer partners.Support dealer business reviews, operational assessments, audits, and service process improvements.Analyse NPS results, customer feedback, complaints, and service recovery trends.Coordinate root-cause reviews and follow up on customer experience improvement plans.Support customer retention and loyalty initiatives, including maintenance plans, service packages, extended warranties, and aftersales campaigns.Coordinate aftersales programme with corporate fleets, leasing and rental companies, ride-hailing operators, government agencies, and insurance partners.Support the administration of service agreements, fleet maintenance programme, and service contracts.Assist with the certified EV Body & Paint repair programme and monitor repair quality, cycle time, customer satisfaction, and compliance requirements.Coordinate field actions, service campaigns, and other cross-functional dealer initiatives.Prepare dashboards, reports, presentations, and performance updates covering service operations, NPS, customer retention, and aftersales programme.Conduct market and competitor research to support aftersales planning and continuous improvement.Maintain accurate records and undertake other related projects assigned by the Manager.Who We’re Looking ForDiploma or Degree in Business, Automotive Engineering, or a related discipline.Relevant experience in automotive aftersales, service operations, customer experience, dealer operations would be advantageous.Strong analytical skills with the ability to interpret operational data, customer feedback, and performance trends.Proficient in Microsoft Excel and PowerPoint, with experience preparing dashboards, reports, and presentations.Good communication, coordination, and stakeholder-management skills.Customer-focused, organised, and attentive to detail.Able to follow up on multiple action items and work effectively across different departments and external partners.Good working knowledge of EV technology and high-voltage vehicle fundamentalsWhy Join Us at Sime Motors?Be part of a trusted brand with a regional footprintWork with cutting-edge automotive technologyGrow your career in a supportive, performance-driven cultureEnjoy structured training, career progression, and employee benefits