Service Manager - Commercial Vehicles
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Key skills for this role
About the Role
Al Khoory Group seeks an experienced Service Manager to oversee workshop operations and lead a team of service advisors and technicians. The role involves managing daily operations, driving customer retention, and ensuring compliance with safety and manufacturer standards.
Key Skills for This Role
Responsibilities
- Manage all aspects of daily workshop operations across franchise service centers
- Develop and implement Standard Operating Procedures (SOPs) to enhance productivity, efficiency, and service quality
- Identify and evaluate avenues to expand the service business and generate incremental revenue streams
- Monitor workshop capacity and resource allocation to maximize throughput and minimize turnaround times
- Drive customer acquisition and retention strategies to improve profitability and sustainable business growth
- Handle escalated customer concerns with professionalism, ensuring prompt resolution and customer delight
- Recruit, train, mentor, and motivate service advisors and technicians to achieve performance excellence
- Conduct regular performance appraisals, provide constructive feedback, and develop individual growth plans
- Develop sales forecasts, set departmental targets, and work diligently to achieve them
- Monitor key performance metrics — productivity, profitability, efficiency, and customer satisfaction — ensuring continuous improvement
- Manage departmental budgets and maintain strong cost consciousness to safeguard business margins
- Ensure full compliance with all safety, environmental, and manufacturer standards and policies
Requirements
- Bachelor's degree in Automobile Engineering, Mechanical Engineering, or closely related discipline
- 10 12 years of progressive experience in automotive service operations, preferably in franchise or OEM authorized environment
- Proven track record managing multi technician workshops, service advisors, and supporting staff
- Demonstrable experience owning P&L metrics and service revenue targets
- Comprehensive understanding of automotive systems, diagnostics, and repair processes
- Proven leadership and people management capabilities
- Strong communication, negotiation, and interpersonal skills
- Superior organizational and problem solving abilities with attention to detail
- Results driven mindset with strong cost consciousness and business acumen
- Proficiency in Dealer Management Systems (DMS) and MS Office Suite
Full Job Posting
Job Purpose
- The Automotive Service Manager will oversee day to day workshop operations and lead a high performing team of service advisors and technicians.
- This role plays a pivotal part in collaborating with senior management to develop, implement, and continuously improve the organization's service strategies, policies, and procedures ensuring operational excellence, regulatory compliance, and an outstanding customer experience across all franchise s
Job Responsibilities
- Manage all aspects of daily workshop operations across franchise service centers.
- Develop and implement Standard Operating Procedures (SOPs) to enhance productivity, efficiency, and service quality.
- Identify and evaluate avenues to expand the service business and generate incremental revenue streams.
- Monitor workshop capacity and resource allocation to maximize throughput and minimize turnaround times.
- Drive customer acquisition and retention strategies to improve profitability and sustainable business growth.
- Handle escalated customer concerns with professionalism, ensuring prompt resolution and customer delight.
- Champion a customer first culture throughout the service team and all touchpoints.
- Recruit, train, mentor, and motivate service advisors and technicians to achieve performance excellence.
- Conduct regular performance appraisals, provide constructive feedback, and develop individual growth plans.
- Foster a culture of accountability, continuous learning, and teamwork within the department.
- Develop sales forecasts, set departmental targets, and work diligently to achieve them.
- Monitor key performance metrics — productivity, profitability, efficiency, and customer satisfaction — ensuring continuous improvement.
Job Requirements
- Bachelor's degree in Automobile Engineering, Mechanical Engineering, or a closely related discipline.
- Relevant professional certifications (e.g., OEM accredited training programs) are an advantage.
- 10–12 years of progressive experience in automotive service operations, preferably within a franchise or OEM authorized environment.
- Proven track record managing multi technician workshops, service advisors, and supporting staff.
- Demonstrable experience owning P&L metrics and service revenue targets.
- Comprehensive understanding of automotive systems, diagnostics, and repair processes.
- Proven leadership and people management capabilities; able to inspire and hold teams accountable.
- Strong communication, negotiation, and interpersonal skills.
- Superior organizational and problem solving abilities with attention to detail.
- Results driven mindset with strong cost consciousness and business acumen.
- Proficiency in Dealer Management Systems (DMS) and MS Office Suite.
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