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Service Manager
Group Lotus
Dubai, UAE
Full Time
Manager
Onsite
Today
Aftersales ManagementWorkshop OperationsCustomer ServiceTeam LeadershipWarranty AdministrationFinancial Management
Free
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Aftersales ManagementWorkshop OperationsCustomer Service
About the Role
Group Lotus seeks an experienced Service Manager to lead aftersales operations at its Dubai dealership. The role oversees daily service operations, ensures exceptional customer satisfaction, and drives workshop productivity and financial performance.
Key Skills for This Role
Aftersales ManagementWorkshop OperationsCustomer ServiceTeam LeadershipWarranty AdministrationFinancial Management
Responsibilities
- Lead and manage all daily service operations, ensuring efficient workflow and optimum workshop utilization
- Drive workshop productivity, efficiency, and technician performance to achieve departmental objectives
- Monitor repair quality and ensure all work is completed in accordance with Lotus manufacturer standards
- Oversee scheduling, work allocation, and resource planning to maximize workshop capacity
- Deliver an outstanding premium customer experience throughout the ownership journey
- Handle customer concerns and escalated cases professionally, ensuring timely resolution
- Develop and execute strategies to achieve service department revenue, profitability, and gross margin targets
- Monitor departmental KPIs including labour sales, parts sales, technician productivity, efficiency, recovery rates, and warranty performance
- Lead, mentor, and develop Service Advisors, Workshop Controllers, Technicians, and support staff
- Ensure warranty claims are processed accurately and in accordance with manufacturer guidelines
Requirements
- Bachelor's degree in Business Administration, Automotive Engineering, Mechanical Engineering, or related field (preferred)
- Technical automotive qualification is advantageous
- Minimum 8 10 years of experience within automotive aftersales operations
- At least 5 years in a Service Manager or Aftersales leadership role
- Experience with Lotus or premium/luxury brands (Porsche, Ferrari, etc.) highly desirable
- Strong knowledge of workshop operations, warranty administration, and manufacturer standards
Full Job Posting
About the Role
- We are seeking an experienced and customer focused Service Manager to lead the aftersales operations for our Lotus dealership in Dubai.
- The ideal candidate will have a strong background in luxury or premium automotive aftersales management, excellent leadership capabilities, and a passion for delivering an exceptional ownership experience.
Key Responsibilities
- Lead and manage all daily service operations, ensuring efficient workflow and optimum workshop utilization.
- Drive workshop productivity, efficiency, and technician performance to achieve departmental objectives.
- Monitor repair quality and ensure all work is completed in accordance with Lotus manufacturer standards.
- Oversee scheduling, work allocation, and resource planning to maximize workshop capacity.
- Ensure compliance with all Lotus operational standards, manufacturer policies, and dealership procedures.
- Maintain a safe, clean, and well organized workshop environment.
- Deliver an outstanding premium customer experience throughout the ownership journey.
- Handle customer concerns and escalated cases professionally, ensuring timely resolution.
- Monitor customer satisfaction (CSI) performance and implement initiatives to continuously improve customer feedback.
- Build long term customer relationships to encourage loyalty and repeat business.
- Ensure service advisors consistently provide transparent communication and accurate repair estimates.
- Develop and execute strategies to achieve service department revenue, profitability, and gross margin targets.
Financial & Commercial Performance
- Monitor departmental KPIs including labour sales, parts sales, technician productivity, efficiency, recovery rates, and warranty performance.
- Identify opportunities to increase workshop utilization, upsell maintenance packages, and improve aftersales profitability.
- Prepare budgets, forecasts, and monthly operational reports.
- Manage departmental expenses while maintaining service quality.
Team Leadership
- Lead, mentor, and develop Service Advisors, Workshop Controllers, Technicians, and support staff.
- Conduct regular performance reviews and coaching sessions.
- Identify training needs and coordinate technical and customer service development programs.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Promote employee engagement and high performance standards.
Warranty & Quality Assurance
- Ensure warranty claims are processed accurately and in accordance with manufacturer guidelines.
- Monitor repair quality and implement corrective actions where necessary.
- Maintain high standards of workmanship and first time fix rates.
- Ensure compliance with quality audits and manufacturer requirements.
Health, Safety & Compliance
- Ensure full compliance with UAE health, safety, and environmental regulations.
- Promote safe working practices throughout the workshop.
- Ensure adherence to dealership policies and manufacturer standards.
Qualifications
- Bachelor's degree in Business Administration, Automotive Engineering, Mechanical Engineering, or a related field (preferred).
- Technical automotive qualification is advantageous.
- Manufacturer certifications are considered an asset.
Experience
- Minimum 8–10 years of experience within automotive aftersales operations.
- At least 5 years in a Service Manager or Aftersales leadership role.
- Experience with Lotus is highly desirable; candidates from premium or luxury brands such as Porsche, Ferrari, Maserati, McLaren, Aston Martin, Bentley, Lamborghini, BMW, Mercedes Benz, Audi, Jaguar Land Rover, or Lexus are also encouraged to apply.
- Strong knowledge of workshop operations, warranty administration, and manufacturer standards.
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