Manager Service (Porsche Service Centre)

Porsche; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Porsche is seeking a Manager Service to lead their service team in Singapore. The candidate will enhance service operations and ensure customer satisfaction while achieving key business metrics. Responsibilities include overseeing service processes, managing KPIs, and resolving high-value customer concerns. Applicants should have significant experience in Automotive Aftersales or Service Management, preferably within a luxury brand, and must possess strong leadership capabilities and excellent communication skills.

Qualifications

• Minimum 7–10 years of experience in Automotive Aftersales or Service Management.
• Experience as a Service Consultant/Senior Service Advisor in premium or luxury brands.
• Strong operational discipline with a governance and compliance mindset.

Responsibilities

• Lead and develop the Service team for high customer satisfaction and business KPIs.
• Oversee end-to-end service operations and ensure compliance with standards.
• Act as escalation point for complex customer concerns and high-value cases.

Skills

People leadership

Customer service

Data-driven decision making

Stakeholder management

Problem solving

Conflict resolution

Education

Bachelor’s degree in Business, Marketing, or related field

Tools

Dealership Management Systems (DMS)

Job description

Manager Service (Porsche Service Centre) Porsche Singapore Pte. Ltd.

Key Responsibilities

• Lead, mentor, and develop the Service team to build a high-performance culture with continuous upskilling, while driving a premium customer experience and achieving business KPIs including efficiency, productivity, customer satisfaction, and retention.
• Oversee end-to-end service operations, flow, and processes (including rostering, manpower and work planning, appointment planning, customer journey, progress updates, invoicing, vehicle movement, and parking control) to ensure efficient service delivery and compliance with Porsche’s standards, warranty policies, and regulatory requirements, including workplace health and safety.
• Prepare, review, and manage Service KPIs, budgets, and expenses, and manage front-of-house performance through a structured cadence (daily huddles, reviews, coaching, etc.) to drive accountability, quality, and consistent performance.
• Define, set, and enforce Service standards across the customer journey, including customer handling, communication, documentation, invoicing, and approvals, ensuring accuracy, clarity, transparency, professionalism, customer understanding, audit readiness, and continuous team development.
• Act as the escalation point for complex customer concerns and high-value cases, leading the team and coordinating internal stakeholders to ensure timely resolution, alignment with Porsche’s premium service standards, and protection of customer loyalty.
• Collaborate and build strong relationships with internal and external stakeholders to manage capacity, prioritisation, approvals, and on-time delivery commitments.
• Drive issue resolution, risk management, and continuous improvement through root-cause analysis, corrective actions across Service, Workshop, and Parts, and proactive escalation of operational and customer-impacting risks to ensure sustained performance and customer satisfaction.
• Ensure compliance with all laws, regulations, safety, insurance, data protection, and company standards, while staying abreast of industry trends to refine and future-proof the operating model.

Key Qualifications

• Singapore Citizens or Singapore Permanent Residents (SPR) preferred.
• Bachelor’s degree in Business, Marketing, Customer Service, or a related field.
• Minimum 7–10 years of experience in Automotive Aftersales or Service Management, including significant experience as a Service Consultant/Senior Service Advisor within a premium or luxury brand environment.
• Proven people leadership experience, including coaching, performance management, and building a customer-focused service culture.
• Demonstrated experience managing Service KPIs and commercial outcomes (CSI, conversion, upsell, productivity, and complaint reduction) through data-driven decision-making.
• Strong knowledge of service centre operations, customer service, automotive technologies, diagnostic tools, and repair processes, with awareness of industry trends, technological advancements, and regulatory requirements.
• Strong operational discipline with a governance and compliance mindset, ensuring high standards of documentation quality and process adherence.
• Excellent communication, stakeholder management, and problem-solving skills, with strong capability in handling escalations and conflict resolution.
• Advanced proficiency in Dealership Management Systems (DMS) and Aftersales tools, with ability to use data for reporting, workload control, and performance management.
• Proactive, adaptable, and hands-on with a strong “can-do” attitude and commitment to continuous learning.
• Possess a valid Class 3 Driving Licence with at least 4 years of driving experience and a clean driving record.
• Ability to work on a 5.5-day work week (alternate Saturdays) and be based at the Porsche Service Centre located in Tanjong Penjuru (2026), with relocation to Changi in 2027.