Service Manager

About the role

As a key member of our team,  your primary responsibilities include overseeing the efficient operation of the Service Centre and implementing strategies to drive sustainable profit growth. We're seeking someone with a passion for delivering exceptional service quality to our customers, combined with a results-oriented mindset. As a team leader, you'll demonstrate strong interpersonal and communication skills, providing comprehensive support and guidance to your team members while collaborating effectively across departments.

About you

Knowledge:

As a Service Manager, you'll need a solid understanding of customer service principles and practices. This includes effectively handling complaints, resolving issues, and maintaining positive customer interactions. Familiarity with business management, budgeting, and financial analysis will also be beneficial. Staying up-to-date with relevant regulations in the automotive industry is crucial for success.

Skills:

In your role, you'll be responsible for planning, organizing, and directing Service Centre operations and development. Leading, motivating, and supervising a team of service advisors will be part of your daily tasks. Effective communication—both verbal and written—with customers, vendors, and internal staff is essential. Proficiency in using computer software and systems for data entry, reporting, and analysis is a must. Additionally, strong problem-solving, decision-making, and critical thinking skills are vital.

Abilities:

To excel, focus on achieving and exceeding turnover, profitability, and customer satisfaction targets. Delivering high-quality service ensures customer loyalty and retention. Continuously identify improvement opportunities and implement best practices to stay ahead of the competition. Adaptability under pressure, multitasking, and meeting deadlines are key abilities in this dynamic role.

Key responsibilities and requirements at a glance:

Planning and Target Achievements

• Support your superior to achieve turnover, profitability, and customer experience management department targets
• Oversee operations and development of the Service Centre
• Adhere to corporate regulations and guidelines, reporting requirements, and periodically analyze the Service Centre's business, operations, and customer satisfaction performance
• Monitor and drive business performance daily to meet targets
• Lead, supervise, and monitor the service team's performance and take measures to improve

Operation Management and Support

• Interacting directly with customers to address and resolve service-related issues
• Monitoring the performance of the downline team and ensuring that they meet their targets. Additionally, optimizing service bookings, identify process gaps, and implement improvement initiatives when required
• Assisting in organizing corporate events related to Aftersales
• Being accountable for audit reporting for the service centre
• Working closely with HR on matters related to the workforce, including recruitment and training needs

Qualifications:

• At least 8 years of relevant work experience, including a minimum of 3 years in a managerial capacity
• Strong command of English, both spoken and written
• Possess a valid Class 3 driving license in Singapore
• Having experience in the automotive industry would be an added advantage

By submitting your application, it has been deemed that you acknowledge and agree that we may collect, use and disclose your personal data as provided in this submission for the purposes of verification, evaluation and other recruitment-related purposes in accordance with the Personal Data Protection Act.

We regret that only shortlisted candidate will be notified.