Service Manager - Automotive

Job Title: Service Manager – Used Car Dealership

We are looking for a Service Manager to lead our aftersales and service operations, ensuring every customer receives a reliable, transparent, and professional experience after purchasing their vehicle. This role is central to maintaining trust, managing complaints effectively, and overseeing car servicing and aftercare operations.

The ideal candidate will have strong leadership qualities, hands-on experience in automotive service management, and the ability to balance customer satisfaction with operational efficiency.

Key Responsibilities

Aftersales & Complaints Handling

• Oversee all aftersales operations, including service bookings, warranty claims, and complaint resolution.
• Act as the escalation point for customer complaints, ensuring fair, fast, and professional handling.
• Maintain strong relationships with customers to build loyalty and repeat business.
  
  

• Manage day-to-day service operations, from routine maintenance to major repairs.
• Coordinate with mechanics, inspectors, and service advisors to ensure timely and high-quality work.
• Monitor turnaround times and ensure efficient scheduling of service bays.
• Ensure parts availability and liaise with suppliers when required.
  
  

• Lead, train, and mentor the service and aftercare team to maintain high standards.
• Set and implement service policies, SOPs, and complaint-handling procedures.
• Drive improvements in customer satisfaction and operational performance.
  
  

• Track KPIs such as service turnaround times, complaint resolution rates, and customer satisfaction scores.
• Prepare reports on service performance, recurring issues, and improvement strategies.
• Recommend and implement initiatives to enhance the aftersales experience.
  
  

• Minimum 5 years of experience in service management within the automotive industry, preferably in the UAE.
• Strong understanding of used car aftersales, complaints handling, and workshop management.
• Proven leadership and people management skills.
• Excellent communication, negotiation, and conflict-resolution abilities.
• Proficiency in CRM systems and workshop management tools.
• Fluency in English; Arabic is an advantage.
  
  

• Competitive Salary: 10,000 – 15,000 AED
• Work Visa sponsorship
• Medical insurance
• 30 days of paid annual leave
• Supportive team culture and modern facilities
  
  

• Full-time, on-site position (UAE-based)