Dealership Service (Aftersales) Manager

SUMMARY:
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POSITION INFO:

Job Purpose:

To lead and manage the dealership’s service department, ensuring the highest levels of customer satisfaction, efficiency, profitability, and compliance with manufacturer standards.

Key Responsibilities:

• Manage daily operations of the service department, including workshop scheduling, productivity, and quality control.

• Ensure excellent customer service through effective communication, timely updates, and resolution of customer complaints.

• Lead, mentor, and motivate service advisors, technicians, and support staff.

• Monitor and achieve service department targets (sales, productivity, efficiency, and customer satisfaction).

• Oversee warranty claims processing and ensure compliance with manufacturer guidelines.

• Maintain effective communication between service, parts, and sales departments.

• Develop and implement strategies to increase service sales and retention.

• Ensure all health & safety regulations and company policies are adhered to.

• Maintain workshop tools and equipment to ensure optimal performance and safety.

• Monitor service department budgets, expenses, and profitability.

• Conduct regular reporting and performance reviews.

Key Requirements:

• Matric (Grade 12) – Tertiary qualification in Automotive Management or Business is advantageous.

• Minimum 5 years' experience in an automotive service environment, with at least 2 years in a supervisory or management role.

• Strong technical knowledge of vehicles and workshop processes.

• Valid driver’s license (Code 08/B or higher).

• Proficient in DMS systems (e.g., Kerridge, Keyloop, Automate) and MS Office.

• Knowledge of OEM warranty and CSI requirements.

Skills and Competencies:

• Leadership and team management

• Strong organizational and problem-solving abilities

• Excellent communication and interpersonal skills

• High attention to detail and accuracy

• Customer-focused with strong conflict resolution skills

• Ability to work under pressure and meet deadlines

• Financial acumen and understanding of P&L