Job Description

Job Summary

The Service Manager is responsible for overseeing the complete aftersales service operations of the dealership/workshop, ensuring high levels of customer satisfaction, operational efficiency, and profitability. The role requires strong technical knowledge, leadership skills, and hands-on experience with

Chinese automotive brands

, including diagnostics, warranty processes, parts coordination, and manufacturer service standards.

Key Responsibilities Service Operations Management

Manage daily workshop and service center operations to ensure smooth workflow and timely vehicle turnaround. Ensure service quality complies with OEM standards, especially for Chinese automotive brands. Monitor productivity, efficiency, and utilization of technicians and advisors. Implement service processes, KPIs, and SOPs in line with manufacturer and dealership requirements.
Technical & Brand-Specific Expertise

Provide technical guidance on diagnostics, repairs, and maintenance for Chinese vehicles (ICE, Hybrid, and EV where applicable). Liaise with OEM technical support teams and portals for service bulletins, recalls, and software updates. Oversee PDI, warranty repairs, campaigns, and recall implementations. Ensure proper handling of EV/high-voltage systems where applicable.
Customer Experience & CSI

Ensure excellent customer service and resolve escalated complaints professionally. Monitor Customer Satisfaction Index (CSI) and implement improvement initiatives. Support service advisors in providing accurate estimates, timelines, and technical explanations to customers.
Team Leadership & Development

Lead, train, and mentor service advisors, technicians, and support staff. Conduct performance reviews and identify training needs, particularly for Chinese brand technologies. Enforce workshop safety standards and compliance with local regulations.
Financial & Performance Management

Control service department costs and maximize revenue through labor, parts, and value-added services. Prepare and monitor budgets, forecasts, and service KPIs (labor efficiency, absorption rate, comeback ratio). Ensure accurate billing, warranty claim submissions, and audit compliance.
Parts & Warranty Coordination

Coordinate closely with the Parts Department to ensure availability of genuine parts. Manage warranty claim documentation, submissions, and approvals with Chinese OEMs. Reduce warranty rejections through accurate diagnosis and adherence to OEM policies.
Qualifications & Experience

Diploma or Bachelor's degree in Automotive Engineering, Mechanical Engineering, or related field. With

at least 3-5 years in a Service Manager role

.

Hands-on experience with Chinese automotive brands is mandatory or highly preferred

. Strong understanding of dealership management systems (DMS) and OEM service platforms. Experience with EVs, hybrids, and advanced driver-assistance systems (ADAS) is an advantage.
Job Type: Full-time

Pay: AED15,000.00 - AED16,000.00 per month