REQUIREMENTS:

• Proven experience in a similar service management role within the automotive industry.
• Strong leadership, organisational, and communication skills.
• Excellent technical knowledge and understanding of service department processes.
• Ability to manage customer expectations and deliver excellent service.
• Experience liaising with manufacturers and processing warranty claims.
• Working knowledge of diagnostic tools, technical databases, and parts ordering systems.
• A full, valid driving licence is essential.

ABOUT THE ROLE:

We are seeking an experienced and motivated Service Manager to lead our Aftersales Service Department. This role is crucial in ensuring operational efficiency, maximum profitability, and a first-class customer experience. You will oversee both the technical and administrative teams, maintaining a strong focus on quality control, customer service, and team leadership.

KEY RESPONSIBILITIES:

• Lead and manage the daily operations of the service department to ensure profitability and efficiency.
• Collaborate closely with Aftersales team members, Technicians, Sales Managers, and the Parts Department to ensure smooth daily operations.
• Maintain high levels of customer satisfaction through excellent service delivery.
• Inspire and guide the service team, encouraging ownership, initiative, and professional development.
• Supervise job card preparation, ensuring correct technical documentation, service checklists, and accurate standard times.
• Coordinate with the Parts Department to ensure timely availability of required parts.
• Oversee workshop scheduling and monitor workflow to ensure optimal productivity.
• Perform quality checks on customer vehicles in line with company procedures.
• Handle customer queries and complaints promptly and professionally, maintaining a log of all interactions.
• Work closely with the Sales Department to prioritise vehicles for delivery.
• Process warranty job invoicing, obtain manufacturer pre-approvals, and follow up on claim credits.
• Maintain ongoing communication with manufacturers regarding technical queries and updates.
• Review and close Work In Progress jobs efficiently.
• Ensure timely resolution of breakdown issues and arrange alternative transport where necessary.
• Manage damage assessments, liaise with insurance companies, and ensure all necessary documentation is completed.
• Conduct daily meetings with service, technical, and parts staff.
• Ensure workshop and vehicle storage procedures are followed, including daily vehicle security.
• Update and maintain diagnostic systems and parts ordering platforms.
• Cover for key service staff in their absence.
• Carry out test drives with customers to identify and resolve vehicle issues.