Service Manager

Position overview

Service operations leadership

• Lead and manage daily service department and workshop operations.
• Manage workshop capacity, productivity, bay utilization, technician efficiency, vehicle turnaround, bookings, repair orders, work in progress, and vehicle flow.
• Identify operational bottlenecks and implement corrective actions.
• Establish processes for vehicle reception, diagnosis, repair, quality control, and delivery.
• Ensure compliance with manufacturer standards, company policies, and UAE regulations.

Customer experience

• Deliver an exceptional customer experience consistent with a luxury automotive environment.
• Build professional, long-term customer relationships and improve CSI and customer retention.
• Resolve escalated customer complaints and sensitive cases.
• Ensure clear communication about diagnosis, repair timelines, costs, and additional work.
• Monitor customer feedback and implement action plans for recurring issues.

Financial and commercial performance

• Own the financial performance of the service department.
• Drive service revenue, labour sales, parts sales, customer-pay sales, maintenance sales, repair sales, and workshop profitability.
• Monitor revenue, gross profit, labour utilization, productivity, expenses, and sales targets.
• Review KPIs and implement initiatives to improve profitability without compromising customer satisfaction.

Team and workshop management

• Lead, coach, and develop Service Advisors, Technicians, Workshop Controllers, and other aftersales personnel.
• Set objectives and KPIs, conduct performance reviews, and provide continuous coaching.
• Plan manpower, support recruitment and training with HR, and develop succession plans.
• Monitor diagnosis, repair quality, first-time fix rates, repeat repairs, technical escalations, equipment, and facility requirements.

Manufacturer standards and KPIs

• Maintain relationships with manufacturer representatives and regional aftersales teams.
• Implement service campaigns, recalls, technical bulletins, and manufacturer initiatives.
• Monitor warranty processes and ensure accurate and timely warranty claims.
• Support manufacturer audits and implement corrective actions.
• Monitor customer satisfaction, retention, utilization, productivity, revenue, profit, repair order value, turnaround time, warranty, conversion, and complaint resolution KPIs.

Candidate profile

• 8–12 or more years of experience in automotive aftersales or service operations.
• At least 3–5 years in a Service Manager, Aftersales Manager, or senior workshop leadership role.
• Strong luxury or premium automotive dealership experience is highly preferred.
• Experience managing a large and structured workshop operation.
• Experience managing Service Advisors, Technicians, and workshop support teams.
• Strong commercial understanding of automotive aftersales.
• Demonstrated success improving CSI, productivity, revenue, and profitability.
• Strong understanding of workshop processes, repair orders, labour sales, parts sales, warranty, and manufacturer standards.
• UAE or GCC automotive experience is strongly preferred.

Location

• The position is based in Dubai, United Arab Emirates, at a premium automotive facility.