Service Manager

**Key Responsibilities**:
**1. Operational Management**
- Oversee service operations, including vehicle check-in/check-out, job control and repair quality.
- Optimize daily workshop capacity, technician productivity, and repair turnaround time.
- Monitor productivity, efficiency, and bay utilization to optimize service output.
- Ensure proper vehicle quality control and delivery timelines.
- Ensure all Perodua's Standard Operating Procedures (SOPs), safety and compliance measures are followed.

**2. Customer Service & Satisfaction**
- Ensure high-quality service delivery in line with Perodua’s customer service standards.
- Handle escalated customer complaints and resolve service-related issues promptly and professionally.
- Drive initiatives to enhance customer retention and loyalty.
- Resolve escalated customer complaints effectively and timely.

**3. Staff Leadership & Performance**
- Lead and supervise the Customer Care Officer, Service Advisors, Technicians, Tyreman, Spare Parts and support staff.
- Conduct regular team briefings, performance reviews, and training plans.
- Promote a customer-centric culture with a high level of professionalism and teamwork.

4. **Business & Financial Performance**
- Monitor and control cost efficiency and key performance indicators (KPIs).
- Analyze service operation performance data and implement corrective measures when required.
- Monitor service revenue, labour, sales and parts usage to achieve monthly and yearly targets.
- Implement strategies to improve the upselling of value-added services, service packages and parts.
- Manage operational costs effectively to achieve a healthy profit margin.

**5. Quality & Process Improvement**
- Ensure high service quality through audits, quality checks and compliance with manufacturer standards.
- Address and minimize repeat repairs and comebacks.
- Responsible for the effective utilization of the 3-in-1 system to monitor and control WIP, Back Orders, Follow-Up, Appointments and Service Reminders
- Implement and uphold safety, health and environmental standards in the workshop.
- Conduct internal audits and readiness for Perodua's evaluations and audits.

6. **People Management & Development**
- Lead, coach and develop a high-performing after-sales team (Service Advisors, Technicians, Service Admins etc.)
- Conduct regular performance reviews and implement training/upskilling plans.
- Promote a customer-centric and team-oriented culture aligned with Perodua's values.

7. **Strategic & Analytical Thinking**
- Evaluate market and operational data to identify growth opportunities and service trends.
- Formulate service marketing initiatives and value-added packages (e.g., service campaigns, prepaid maintenance and etc.)
- Provide insights and reports to senior management for strategic decision-making.

**8. Coordination & Reporting**
- Coordinate with internal departments such as Parts, Sales, Warranty, and Administration for seamless operations.
- Provide regular outlet performance reports to management, including KPIs, revenue, and customer feedback.
- Liaise with Perodua HQ team representatives during audits, campaigns and service initiatives.

**9. Facilities & Asset Management**
- Ensure the outlet, workshop, tools, and equipment are well-maintained and in working order.
- Coordinate facility repairs, cleanliness, and workplace safety measures.

**Job Requirements**
- Bachelor's Degree/Degree in Business Administration, Automotive Engineering, Mechanical Engineering, or related field.
- Minimum 3 years of experience in automotive after-sales operations with at least 2 years in a managerial role.
- Strong leadership, customer handling, and team management skills.
- Strategic thinker with strong analytical and decision-making capabilities.
- Excellent communication, presentation, and problem-solving skills.
- Proficient in Microsoft Office (Excel, Word & PowerPoint).

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: RM2,500.00 - RM4,500.00 per month

**Benefits**:

- Free parking
- Opportunities for promotion
- Professional development

Application Question(s):

- Are you willing to work during weekends (Saturday & Sunday) and during Public Holidays (if any)

**Experience**:

- Service Manager: 3 years (required)

Work Location: In person