Service Manager

We are seeking a highly organised and customer-focused Service Manager to lead our service department within the dealership. This role is responsible for managing the full repair process for vehicles both before and after sale. The Service Manager will ensure efficient workflow, maintain high-quality service standards, and deliver an exceptional customer experience.

Key Responsibilities Operational Management

• Oversee day-to-day service operations, including mechanical, electrical, panel, and paint repair units.
• Coordinate and schedule pre-sale reconditioning and post-sale service work to ensure timely delivery of vehicles.
• Monitor repair progress, ensuring all work meets dealership quality standards and manufacturer guidelines.
• Manage workshop capacity, job allocations, and technician productivity.
• Liaise with other workshops for jobs outsourced.

Customer Service & Communication

• Act as the main point of contact for customers regarding repairs, service updates, and vehicle condition.
• Provide clear explanations of repair needs, timelines, and costs, ensuring transparency and trust.
• Handle escalations, resolve service issues, and maintain strong customer satisfaction scores.

Team Leadership

• Lead, motivate, and support technicians, service advisors, and workshop staff.
• Conduct performance reviews, coaching, and skills development to maintain high team capability.
• Foster a culture of safety, collaboration, and continuous improvement.
• Ensure excellent working relationship with contractors.

Quality & Compliance

• Ensure compliance with manufacturer standards, warranty policies, and industry regulations.
• Implement and maintain quality control processes across mechanical, electrical, and body repair divisions.
• Ensure maintenance of accurate service records, documentation, and reporting.

Financial & Performance Management

• Manage service department budgets, cost control, and profitability targets.
• Track key KPIs such as throughput, labour efficiency, CSI ratings, and rework levels.
• Collaborate with other departments to optimize workflow and revenue opportunities.

Qualifications & Experience

• Previous experience in automotive industry sales or service.
• Understanding of mechanical, electrical, and body repair processes.
• Proven ability to manage staff, schedules, and customer relationships in a high-volume environment.
• Excellent communication, problem-solving, and organizational skills.
• Knowledge of dealership management systems (DMS) is an advantage.
• At least diploma level business qualification or minimum 3 years industry specific work experience

Personal Attributes

• Attitude is everything! Be motivated, enthusiastic and drive the team.
• High attention to detail and commitment to quality.
• Ability to remain calm and decisive in a fast-paced environment.
• Leadership presence with a hands-on, team-first approach.