Workshop Manager Al Futtaim Automotive BYD

About the Role

Al Futtaim Group is seeking a Workshop Manager for Al-Futtaim Automotive - BYD in KSA. This full-time role is central to the Aftersales function, overseeing all workshop operations to ensure service excellence, technical quality, productivity, and profitability across repair and maintenance activities. The Workshop Manager acts as the operational backbone of the service center, driving efficiency and revenue performance while ensuring compliance with OEM standards and dealership KPIs.

Role Purpose and Impact

The Workshop Manager directly influences customer satisfaction (NPS/CSI), Fix-Right-First-Time (FRFT) performance, warranty governance, and overall aftersales commercial success. By leading workshop teams, controlling operational costs, and ensuring high-quality service delivery, this role is critical in maintaining the dealership's reputation and achieving sustainable business growth.

Key Responsibilities

• Lead daily workshop operations to achieve labour sales, productivity, efficiency, and utilisation targets aligned with brand KPIs.
• Manage workload distribution, bay allocation, technician capacity, and job progression to maximise throughput and minimise vehicle turnaround time.
• Drive Fix-Right-First-Time (FRFT) performance and reduce repeat repairs and comebacks through strong technical governance.
• Ensure adherence to OEM repair standards, service bulletins, diagnostic procedures, and workshop processes.
• Monitor work-in-progress (WIP) and control ageing Repair Orders to ensure timely completion and revenue realisation.
• Deliver workshop revenue, labour sales, and gross profit targets across mechanical, electrical, body & paint, and accessory operations.
• Drive revenue growth through Vehicle Health Checks (VHC), menu pricing, and upselling opportunities via Service Advisors.
• Control operational costs including consumables, overtime, sublet expenses, and warranty rework within approved budgets.
• Analyse financial performance and implement corrective actions to improve profitability and cost efficiency.
• Champion customer satisfaction (CSI / NPS) by ensuring on-time delivery, quality repairs, and transparent communication.
• Handle escalated customer complaints with full ownership and implement root cause corrective actions.
• Work closely with Service Advisors to ensure accurate diagnosis, realistic promise times, and clear job approvals.
• Ensure consistent service quality and customer experience across all workshop activities.

Team Leadership and Development

• Lead, coach, and develop a team of Workshop Supervisors, Foremen, Team Leaders, Technicians, and Apprentices.
• Build a high-performance culture focused on productivity, quality, accountability, and continuous improvement.
• Manage technician certification, OEM training compliance, and skills development aligned with evolving vehicle technologies, including EV/Hybrid.
• Drive performance management, succession planning, and Saudization development within the workshop workforce.

Compliance and Reporting

• Oversee warranty processes to ensure accuracy, documentation integrity, and minimisation of warranty debit notes.
• Ensure full compliance with HSE standards, environmental regulations, and KSA labour and safety requirements.
• Maintain workshop equipment, tools, and Special Service Tools (SSTs) in line with OEM and safety standards.
• Ensure audit readiness for OEM, internal, and regulatory inspections.
• Monitor and report key workshop KPIs including labour hours sold, efficiency, productivity, FRFT, CSI, and gross profit.
• Use DMS data (Kerridge, Autoline, SAP, Incadea, or equivalent) to analyse performance trends and identify improvement opportunities.
• Prepare and present monthly performance reviews to Aftersales leadership and OEM stakeholders.
• Drive continuous improvement initiatives based on data insights and operational performance gaps.

Qualifications and Experience

• A minimum of 5-10 years of relevant experience in workshop management or a similar leadership role within the automotive aftersales sector.
• Demonstrated ability to manage end-to-end workshop operations and drive performance against KPIs.
• Strong understanding of OEM standards, diagnostic procedures, and workshop processes.
• Experience with Dealer Management Systems (DMS) such as Kerridge, Autoline, SAP, or Incadea.
• Proven leadership skills with experience in coaching and developing technical teams.