Job Purpose
The After Sales Manager is responsible for leading and managing all automotive after-sales operations, including the workshop, service advisors, warranty, parts, body shop, and customer relations functions. The role ensures exceptional customer satisfaction, operational excellence, revenue growth, and full compliance with manufacturer standards while driving continuous improvement across all after-sales activities.
Key Responsibilities
Workshop Operations Management:
- Oversee daily workshop operations and ensure efficient utilisation of technicians and resources
- Monitor workshop productivity, efficiency, labour sales, and service quality
- Ensure timely completion of repair and maintenance orders in accordance with manufacturer standards
- Implement processes to reduce vehicle turnaround time and improve workshop performance
- Ensure proper diagnosis, repair quality, and technical support for all vehicles
- Ensure delivery of an outstanding customer experience throughout the service journey
- Monitor Customer Satisfaction Index (CSI) and implement improvement plans
- Handle customer escalations and resolve complaints professionally and promptly
- Develop customer retention programs and service campaigns to increase repeat business
- Maintain strong relationships with fleet and VIP customers
- Oversee parts sales, inventory management, and stock planning
- Ensure adequate availability of fast-moving and critical spare parts
- Monitor inventory turnover, stock ageing, and parts' profitability
- Coordinate with suppliers and manufacturer representatives regarding parts requirements and availability
- Ensures proper warranty claim submission and recovery in accordance with applicable policies and procedures
- Monitor warranty performance, claim accuracy, and compliance
- Coordinate with the manufacturer's technical and warranty teams regarding complex cases
- Ensure warranty audits are passed successfully, and corrective actions are implemented when required
- Ensures compliance with after-sales standards, processes, and key performance indicators (KPIs)
- Coordinate technical training and certification programs for workshop personnel
- Monitor implementation of technical service bulletins, recalls, and manufacturer campaigns
- Maintain workshop equipment, tools, and diagnostic systems in accordance with manufacturer requirements
- Manage departmental budget, revenue, expenses, and profitability
- Monitor labour sales, parts sales, service contracts, and after-sales revenue streams
- Analyse monthly KPIs and implement action plans to improve performance
- Drive departmental growth while maintaining operational efficiency and cost control
- Lead Service Managers, Service Advisors, Workshop Controllers, Technicians, Warranty Officers, and Parts Teams
- Conduct performance evaluations and establish development plans
- Ensure adequate staffing levels and succession planning
- Promote a culture of teamwork, accountability, and continuous improvement
- Prepare weekly and monthly after-sales performance reports
- Present departmental results, challenges, and improvement plans to management
- Coordinate with Sales, Finance, Administration, and Brand Representatives to achieve business objectives
- Supports dealership initiatives aimed at enhancing the customer ownership experience
Requirements
- Bachelor's degree or diploma in Automotive Engineering, Mechanical Engineering, or a related field
- Minimum 3-5 years of workshop management experience in the automotive industry, preferably in a leadership role
- Strong leadership, team management, and customer service skills
- Excellent communication, negotiation, and relationship-building abilities
- Good analytical and decision-making skills
- Experience in improving after-sales operations and driving business growth
- A postgraduate qualification in Business Management is an advantage
- Strong focus on people management and customer satisfaction
- Fluency in Kurdish, Arabic and English is a must
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.