Job Description

Roles & Responsibilities

Supervise daily automotive workshop operations, ensuring efficient allocation of repair orders and optimal time management across all bays.

Ensure proper implementation of flat-rate labor time standards for various brands and monitor technician performance against workshop productivity KPIs.
Oversee accurate completion of technical documentation, job cards, inspection sheets, and service reports, ensuring timely submission and proper filing.
Coordinate with the workshop controller and service advisors to maintain accurate job scheduling and customer updates.

Team Leadership & Supervision

Lead, guide, and support automotive technicians, diagnostic specialists, and service engineers to ensure adherence to multi-brand service standards.
Assist the technical team in diagnosing complex faults using OEM diagnostic tools and advanced troubleshooting methods.
Provide ongoing training, coaching, and technical development to enhance team skills and improve service quality.
Allocate tasks and repair orders based on technician skill levels, specialization, and workload to ensure fairness and operational efficiency.
Conduct regular performance reviews and ensure compliance with company and manufacturer guidelines.

Quality & Customer Experience

Monitor repair quality to ensure vehicles are serviced to the highest standards and customer satisfaction index (CSI) targets are achieved.
Ensure workshop practices comply with safety regulations, quality standards, and manufacturers warranty policies.
Handle escalated customer complaints professionally and ensure timely and effective resolutions.
Support service advisors with technical clarifications to enhance customer trust and improve aftersales loyalty.
Promote the company’s brand values and enhance overall aftersales customer retention.

Reporting & Continuous Improvement

Prepare and submit monthly departmental reports covering productivity, efficiency, labor utilization, and KPI performance.
Analyze workshop data and operational gaps, recommending action plans and process improvements.
Support senior management in setting service department objectives, budgets, and KPIs.
Collaborate proactively with Parts, Sales, CRM, Warranty, and Quality departments to ensure seamless service delivery and optimal workflow.
Lead initiatives to enhance workshop efficiency, reduce comeback repairs, and optimize customer experience.

Desired Candidate Profile

Education: Bachelor’s in Mechanical or Automotive Engineering.

Experience: 5–7 years in automotive service, with at least 3 years in a supervisory role in a workshop.
Technical Skills: Strong diagnostic knowledge, understanding of mechanical & electrical systems, experience with OEM tools and DMS systems.
Leadership: Ability to lead, train, and manage a technical team; strong planning and problem-solving skills.
Customer Focus: Strong communication skills and ability to handle escalated customer issues.
Other: Good English, ability to work under pressure, and strong commitment to safety and quality standards.

Service Section Head SMG Automobile Services