Service Manager

Job Description

Job Purpose

We are seeking an experienced and customer-focused Service Manager to lead and oversee the Aftersales Service Operations of a premium automotive dealership in Dubai.

The successful candidate will be responsible for driving operational excellence, customer satisfaction, workshop productivity, profitability, and team performance while ensuring the highest standards of service delivery.

• Lead the day-to-day operations of the workshop and service department.
• Ensure efficient workshop utilization, technician productivity, and capacity planning.
• Monitor service processes to ensure compliance with manufacturer standards and company policies.
• Drive operational excellence through continuous process improvement initiatives.
• Ensure timely completion of repair orders while maintaining quality standards.
• Deliver exceptional customer service and maintain high levels of customer satisfaction.
• Resolve customer concerns and escalations in a professional and timely manner.
• Monitor customer feedback, CSI (Customer Satisfaction Index), and retention performance.
• Implement initiatives to enhance customer loyalty and service retention.
• Manage departmental profitability, revenue, and operational costs.
• Monitor key performance indicators including:
• Labour sales
• Workshop efficiency
• Technician productivity
• Service retention
• Customer satisfaction
• Gross profit margins
• Develop and implement strategies to increase workshop revenue and aftersales performance.
• Prepare and present monthly operational and financial reports to senior management.
• Lead, mentor, and develop Service Advisors, Workshop Controllers, Technicians, and support staff.
• Conduct performance reviews and establish development plans for team members.
• Foster a high-performance and customer-centric culture.
• Support workforce planning and recruitment initiatives within the department.
• Ensure adherence to manufacturer operating standards and warranty procedures.
• Maintain compliance with health, safety, environmental, and regulatory requirements.
• Conduct regular audits and quality control reviews.
• Ensure proper handling of warranty claims and service documentation.
• Build strong relationships with customers, internal departments, and manufacturer representatives.
• Collaborate with Sales, Parts, CRM, and Marketing teams to improve overall customer experience.
• Support dealership initiatives and strategic business objectives.

• Bachelor's Degree in Automotive Engineering, Mechanical Engineering, Business Administration, or related field.
• Minimum 8–10 years of automotive aftersales experience.
• At least 5 years in a Service Manager or senior Aftersales leadership role.
• Experience within a premium or luxury automotive dealership environment is highly preferred.
• Strong understanding of workshop operations, aftersales processes, warranty management, and customer experience standards.
• Experience working with Dealer Management Systems (DMS) and manufacturer reporting platforms.

• Leadership and people management
• Customer-centric mindset
• Commercial and financial acumen
• Operational excellence
• Strategic thinking
• Problem-solving and decision-making
• Communication and stakeholder management
• Performance management