Daily Key Tasks

• Review previous day’s workshop productivity, efficiency, and utilization rates.
• Check service appointments, ensure proper allocation of jobs, and manage workload balance.
• Walk through workshop and service reception to monitor operations and customer flow.
• Address urgent customer complaints or escalations.
• Approve major repair estimates, goodwill, or warranty claims.
• Review daily parts availability and backorders with Parts Manager.
• Monitor CSI (customer satisfaction index) feedback from previous day.
• Ensure technicians, service advisors, and receptionists are properly staffed and motivated.
• Track daily revenue from service, parts, and labour.
• Report urgent operational issues to General Manager.

Weekly Key Tasks

• Hold weekly aftersales meeting with Workshop Manager, Service Advisors, and Parts Manager.
• Review workshop KPIs: productivity %, efficiency %, service absorption, average repair order value.
• Track warranty claims submission and approval with OEM.
• Review and plan technician training needs with HR/Training team.
• Monitor weekly parts turnover and availability (fast- vs slow-moving parts).
• Review service campaigns, recalls, and technical bulletins from OEM.
• Conduct customer callback reviews to check satisfaction and improve complaint handling.
• Analyze weekly revenue vs. target and report to GM.
• Monitor workshop equipment condition and maintenance schedule.
• Check pending insurance or accident repair cases and ensure timely progress.

Monthly Key Tasks

• Present full aftersales performance report to GM (revenue, CSI, productivity, warranty, parts turnover).
• Review P&L for aftersales operations with Finance.
• Evaluate staff performance: service advisors, technicians, parts team.
• Approve incentive/bonus payouts based on KPIs.
• Review customer satisfaction survey/NPS results and propose improvements.
• Assess parts inventory levels and recommend adjustments to stock orders.
• Meet with OEM representatives to review aftersales performance, warranty issues, and training.
• Conduct compliance audit on safety, process adherence, and SOPs.
• Plan monthly service promotions, maintenance campaigns, or loyalty programs.
• Align with Sales team to ensure smooth handover of new cars and maximize retention.

• Bachelor’s degree in Business Administration, Automotive Engineering, Mechanical Engineering, or a related field
• Minimum 5–8 years of experience in automotive aftersales, service, or customer support
• At least 3 years in a managerial or supervisory role
• Strong knowledge of automotive service operations, warranty, spare parts, and repair processes
• Experience managing service centers, workshops, or dealerships
• Excellent leadership and team management skills
• Strong customer service mindset with the ability to handle complaints and escalations
• Good understanding of aftermarket sales, KPIs, and cost control
• Ability to plan and improve service processes to increase customer satisfaction
• Strong communication, negotiation, and problem-solving skills
• Proficient in computer systems (DMS, MS Office, service management systems)
• Able to work under pressure and meet performance targets