Service Manager (After Sales)

Responsibilities:
-Lead and manage the Front Desk Service team (Service Advisor, Customer Relations Officer and Cashier) to achieve the monthly sales target and customer satisfaction.
-Coach and guide Service Advisors to achieve the planned daily ratio of appointments to walk-in customers.
-Monitor workshop performance using internal systems and daily reports to identify and close performance gaps.
-Ensure all customer service requests are fully addressed before vehicle handover and maintain clear communication between mechanics/technicians and Service Advisors.
-Oversee accurate service job recording, timely collection of service payments, and proper invoicing processes.
-Drive high levels of customer satisfaction (CSI) by resolving complaints and maintaining excellent service standards.
-Implement and support after-sales promotions and service campaigns to increase service volume and customer retention.
-Identify training needs and coordinate technical development for frontline staff.
-Prepare service performance reports, workshop KPIs, and budget forecasts for management review.
-Collaborate with sales and operations teams to support overall business growth and customer engagement strategies.
-Implement and maintain 5S housekeeping standards at the Front Desk area to ensure a clean, organized, and professional work environment.

Qualifications & Competencies:
-Diploma/Degree in Automotive Engineering, Mechanical Engineering, or related field.
-Minimum 5 years of experience in automotive after-sales or service operations, with at least 2 years in a supervisory or managerial role.
-Strong knowledge of automotive reception processes and workshop operations.
-Proficient in workshop management systems.
-Solid understanding of customer satisfaction index (CSI) and service performance key performance index (KPI).
-Excellent leadership, team management, and people development skills.
-Strong problem-solving, analytical, and decision-making abilities.
-Good communication skills in English and Bahasa Malaysia. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
-Able to work under pressure in a fast-paced, customer-centric environment.
-Possess a valid driver’s license and own transport.