Service Manager After Sale Services

About the Role

CEER is seeking a Service Manager After Sale Services to lead all service center operations in Riyadh, Saudi Arabia. This full-time role focuses on achieving customer satisfaction, retention, revenue, profitability, and productivity objectives. The Service Manager will ensure effective utilization of manpower, facilities, and resources while maintaining compliance with company policies, manufacturer standards, and aftersales procedures.

Role Purpose

The primary purpose of this role is to drive operational excellence, business growth, and continuous improvement within the service center to deliver an exceptional customer experience. This involves overseeing all aspects of after-sales service to meet departmental objectives and key performance indicators.

Key Responsibilities

• Lead and manage all Service Centre operations, including service reception, workshop operations, customer service, and warranty activities.
• Develop and implement business plans and operational strategies to achieve revenue, profitability, productivity, and customer satisfaction targets.
• Monitor service performance and take corrective actions to ensure the achievement of departmental objectives and KPIs.
• Manage workforce planning, manpower utilization, and resource allocation to support operational requirements.
• Drive workshop productivity, efficiency, capacity utilization, and vehicle throughput.
• Ensure repairs and maintenance activities comply with manufacturer standards, quality requirements, and delivery commitments.
• Collaborate with Parts, Sales, Warranty, and other departments to ensure seamless after-sales operations.
• Manage customer satisfaction, customer retention, and escalate customer concerns to strengthen customer loyalty.
• Drive First-Time Fix Rate (FTFR) performance and reduce repeat repairs through effective quality management.
• Support service marketing initiatives and customer retention programs to increase workshop utilization and after-sales revenue.
• Ensure compliance with warranty policies, service campaigns, technical requirements, and company operating procedures.
• Develop, coach, and motivate employees through performance management, training, succession planning, and talent development initiatives.
• Promote a culture of continuous improvement, operational excellence, and customer-centric service.
• Manage Service Centre facilities, equipment, tools, and assets to ensure safe and efficient operations.

Qualifications and Experience

Candidates for this role should possess 5-10 years of relevant experience in after-sales service management or a similar leadership position within the automotive or related industry.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring on-site leadership and management of service center operations.

Application Process

Interested candidates are encouraged to apply to join the CEER team and contribute to delivering exceptional customer experiences.