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Job Title: Service Manager
Department: After-Sales / Service
Location: DMMS Pasir Mas
Reports To: Head of Division (HQ)
Job Purpose:
To oversee the daily operations of the service department, ensuring excellent customer service, efficient workflow, and achievement of departmental KPIs. The Service Manager will lead and motivate the service team, implement best practices, and ensure compliance with company standards and policies.
Key Responsibilities:
- Manage and supervise all activities in the service department including service advisors, technicians, and support staff.
- Ensure high levels of customer satisfaction through effective communication, timely service delivery, and quality workmanship.
- Monitor and control department performance, including service revenue, productivity, efficiency, and customer retention.
- Oversee job scheduling, bay management, and parts coordination to ensure smooth and efficient service operations.
- Handle customer complaints or escalations promptly and professionally.
- Monitor warranty processes and ensure all claims are submitted accurately and timely.
- Implement and maintain service quality standards in compliance with manufacturer requirements and company SOPs.
- Conduct regular team meetings, training, and performance reviews.
- Prepare and submit monthly reports on departmental performance and KPIs.
- Collaborate with other departments (e.g., Parts, Sales) to support overall branch performance.
Requirements:
- Minimum Diploma in Automotive Engineering, Mechanical Engineering, or a related field.
- At least 5 years of working experience in the automotive after-sales/service industry, with at least 2 years in a supervisory or managerial role.
- Strong knowledge of vehicle systems, diagnostics, and service procedures.
- Excellent leadership, communication, and customer service skills.
- Proficient in MS Office and dealership management systems (DMS).
- Able to work under pressure and manage multiple priorities.
Job Types: Permanent, Fresh graduate
Pay: RM5,000.19 - RM6,000.60 per month
Benefits:
- Free parking
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Monday to Friday
Supplemental Pay:
- Yearly bonus
Work Location: In person