Job Description: Service Manager
Position Title : Service Manager
Department : Aftersales
Location : Ubi


Position Overview :
We are seeking a highly skilled and customer-focused Service Manager for our growing electric vehicle (EV) service department. The Service Manager will lead a team responsible for maintaining and servicing our electric vehicle fleet, ensuring customer satisfaction, and achieving service excellence in alignment with the company’s strategic goals. The ideal candidate will possess extensive knowledge of EV technologies, excellent leadership abilities, and a deep understanding of the automotive service industry.

Key Responsibilities :

Team Leadership & Management :

• Lead, train, and develop a team of service technicians, advisors, and support staff to deliver high-quality service and repairs for electric vehicles.
• Foster a positive and productive work environment that promotes teamwork, innovation, and high performance.
Monitor team performance, provide constructive feedback, and implement training programs to ensure continuous improvement.

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Customer Service Excellence :

• Oversee day-to-day customer service operations and ensure an exceptional service experience for all clients.
• Address customer concerns or complaints promptly, resolving any service-related issues in a professional and timely manner.
Ensure timely and effective communication with customers regarding service status, repairs, and updates.

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Operations & Process Management :

• Manage the service operations to ensure optimal utilization of resources, including technicians, tools, and equipment.
• Implement and enforce service procedures, safety standards, and quality control processes to ensure efficient and accurate work.
Monitor the performance of service operations, identify areas for improvement, and implement corrective actions as needed.

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Service Scheduling & Workflow :

• Oversee the scheduling and planning of service appointments and repair timelines to minimize downtime and maximize service efficiency.
Collaborate with other departments (sales, parts, logistics) to ensure the smooth execution of service orders.

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EV Expertise :

• Stay updated with the latest developments in electric vehicle technology, including battery management, charging infrastructure, and vehicle diagnostics.
Ensure technicians are well-trained in EV-specific repairs, software updates, and diagnostic tools.

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Inventory & Parts Management :

• Coordinate with parts and inventory teams to ensure the timely availability of necessary parts and components for EV repairs.
Oversee inventory control processes to ensure parts are properly stocked, tracked, and managed.

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Health, Safety, and Compliance :

• Ensure compliance with health and safety regulations, particularly with regard to the handling of EV batteries and electrical systems.
Implement and uphold policies regarding workplace safety and environmental standards.

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Reporting & Budgeting :

• Develop and maintain performance reports on service operations, customer satisfaction, and technician productivity.
• Monitor departmental budget, control costs, and ensure service department profitability.
  

Qualifications :

• Education : Bachelor’s degree in Automotive Technology, Business Management, or a related field (preferred).
  Certification or training in Electric Vehicle technologies (preferred).
  
• Experience : Minimum of 5 years of experience in a service management role within the automotive industry, preferably with experience in electric vehicles (EVs).
  In-depth understanding of automotive service operations, repair processes, and diagnostics, particularly for EVs.
  
• Skills & Competencies : Strong leadership skills with the ability to motivate and manage a diverse team.
  Excellent problem-solving and decision-making abilities.
  Exceptional communication and interpersonal skills, with a customer-centric mindset.
  Strong organizational skills and attention to detail.
  Proficiency in service management software, and diagnostic tools specific to EVs.