Service Manager

Position Summary:

The Service Manager is responsible for leading and managing the after-sales service department of the dealership, ensuring customer satisfaction and business profitability. This role includes the acceptance of new service stations, training and qualification of new dealer after-sales personnel, development and promotion of standard after-sales service processes, and continuous analysis and improvement of after-sales operations.

Primary Responsibilities:

1. Acceptance of New Service Station:

• Coordinate and oversee the implementation and opening of new service stations, ensuring compliance with brand standards and operational requirements.

1. Training and Qualification of New Dealer After-Sales Service Personnel:

• Develop and deliver training programs for new dealer after-sales personnel, ensuring they meet company standards and are qualified to perform their duties efficiently.

1. Development and Promotion of Standard After-Sales Service Processes:

• Create, implement, and promote standardized procedures for after-sales service, ensuring consistency and quality across all operations.

1. Customer Complaint Prevention and Handling:

• Establish mechanisms to effectively prevent and resolve customer complaints, continuously improving customer satisfaction.

1. After-Sales Business Analysis and Development of Improvement Plans:

• Conduct detailed analyses of after-sales service operations, identifying areas for improvement and developing action plans to optimize performance and efficiency.

1. Setting and Achieving Spare Parts Sales Targets:

• Define spare parts sales targets and develop strategies to achieve them, collaborating with the sales and marketing teams.

1. Planning and Promotion of Service Activities:

• Plan and execute service campaigns and activities, aiming to increase the visibility and demand for the services offered.

1. Development and Promotion of CSI (Customer Satisfaction Index) Standards:

• Develop and promote CSI standards, ensuring they are measured and actions are implemented to continuously improve customer satisfaction.

Requirements:

• Bachelor's degree in Engineering, Business Administration, or a related field.
• Minimum of 5 years of experience in a service management role in the automotive industry.
• Deep knowledge of after-sales service processes and customer complaint handling.
• Leadership skills and the ability to train and motivate teams.
• Excellent communication skills and the ability to interact with customers and staff at different levels.
• Analytical ability and results-oriented.
• Knowledge in spare parts management and sales targets.