About the RoleWe seek a dynamic Service Manager for a new automotive franchise in Ras Al-Khaimah. This critical role oversees the service function and customer service process, manages skilled technicians, and ensures the efficient operation of the workshop to drive performance while maintaining manufacturer standards and customer satisfaction.Key ResponsibilitiesStrategic:
Develop and implement manpower planning strategies to ensure team engagement and retention
Create and monitor KPIs for efficient customer journey management and performance monitoring
Resolve customer complaints to ensure high customer retention
Manage both B2C and B2B relationships to achieve business targets
Drive Value Added Services sales through service operations
Operational:
Take full responsibility for the customer after the sale
Achieve set labour and parts targets
Maximise workshop productivity, efficiency and utilisation
Monitor service orders (WIP) and ensure timely billing
Plan and manage workshop operations efficiently
Implement and oversee the Fix First Time Policy
Supervise direct reports, maintaining high-performance standards
People Management:
Recruitment and training of technical staff
Team engagement and performance management
Handle complex situations effectively
Process Improvement:
Ensure compliance with workshop Standard Operating Procedures and policies
Manage manufacturer book time policy, parts ordering and technical bulletins
Oversee warranty diagnoses and claims procedures to minimise business loss
RequirementsQualifications:
Degree or Diploma in Automobile or Mechanical Engineering
Aftersales management experience is a prerequisite
Experience:
3-5 years of relevant experience, with 1-2 years in a similar capacity in the automobile aftersales sector
Skills & Attributes:
Fluent in English & Arabic
Customer service orientation
Highly organised with proven results
Strong tactical and decision-making abilities
Experience managing workshop operations and technical teams
(Immediate Starters will be highlighted)We request that only candidates who meet the requirements and qualifications stated in the job description apply. We will only consider applicants with the required background and skill set.Your resume will be included in our global talent pool. We take the protection of your personal information very seriously and strictly adhere to Privacy Policies.By submitting your application, you grant Motor City Dubai Office written consent to keep your resume in our system.We appreciate your interest in working with us.Thank you for applying.