Service Manager After Sale Services📣 Job Ad

About CEER

CEER is seeking a Service Manager, After Sale Services to join their team in Riyadh. This is a full-time position for a professional with 5-10 years of experience in the field.

Role Purpose

The Service Manager is responsible for overseeing all service center operations. This role focuses on achieving objectives related to customer satisfaction, customer retention, revenue, profitability, and productivity. The Service Manager ensures efficient utilization of manpower, facilities, and resources while adhering to company policies, manufacturer standards, and aftersales procedures. The position drives operational excellence, business growth, and continuous improvement to deliver a high-quality customer experience.

Key Responsibilities

• Lead and manage all Service Centre operations, including service reception, workshop activities, customer service, and warranty processes.
• Develop and implement business plans and operational strategies to meet revenue, profitability, productivity, and customer satisfaction targets.
• Monitor service performance and implement corrective actions to ensure departmental objectives and KPIs are achieved.
• 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 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 and retention, escalating customer concerns to enhance 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.

Experience and Qualifications

• A minimum of 5-10 years of relevant experience is required for this role.

Work Environment

This is a full-time position based in Riyadh, focusing on leading service center operations within the after-sales services department.

Application Process

Salary details for this position will be disclosed during the application process.