Job Description

Key Responsibilities:

1. Operational Management

Oversee service operations, including vehicle check-in/check-out, job control and repair quality. Optimize daily workshop capacity, technician productivity, and repair turnaround time. Monitor productivity, efficiency, and bay utilization to optimize service output. Ensure proper vehicle quality control and delivery timelines. Ensure all Perodua's Standard Operating Procedures (SOPs), safety and compliance measures are followed.

2. Customer Service & Satisfaction

Ensure high-quality service delivery in line with Perodua's customer service standards. Handle escalated customer complaints and resolve service-related issues promptly and professionally. Drive initiatives to enhance customer retention and loyalty. Resolve escalated customer complaints effectively and timely.

3. Staff Leadership & Performance

Lead and supervise the Customer Care Officer, Service Advisors, Technicians, Tyreman, Spare Parts and support staff. Conduct regular team briefings, performance reviews, and training plans. Promote a customer-centric culture with a high level of professionalism and teamwork.
4.

Business & Financial Performance

Monitor and control cost efficiency and key performance indicators (KPIs). Analyze service operation performance data and implement corrective measures when required. Monitor service revenue, labour, sales and parts usage to achieve monthly and yearly targets. Implement strategies to improve the upselling of value-added services, service packages and parts. Manage operational costs effectively to achieve a healthy profit margin.

5. Quality & Process Improvement

Ensure high service quality through audits, quality checks and compliance with manufacturer standards. Address and minimize repeat repairs and comebacks. Responsible for the effective utilization of the 3-in-1 system to monitor and control WIP, Back Orders, Follow-Up, Appointments and Service Reminders Implement and uphold safety, health and environmental standards in the workshop. Conduct internal audits and readiness for Perodua's evaluations and audits.
6.

People Management & Development

Lead, coach and develop a high-performing after-sales team (Service Advisors, Technicians, Service Admins etc.) Conduct regular performance reviews and implement training/upskilling plans. Promote a customer-centric and team-oriented culture aligned with Perodua's values.
7.

Strategic & Analytical Thinking

Evaluate market and operational data to identify growth opportunities and service trends. Formulate service marketing initiatives and value-added packages (e.g., service campaigns, prepaid maintenance and etc.) Provide insights and reports to senior management for strategic decision-making.

8. Coordination & Reporting

Coordinate with internal departments such as Parts, Sales, Warranty, and Administration for seamless operations. Provide regular outlet performance reports to management, including KPIs, revenue, and customer feedback. Liaise with Perodua HQ team representatives during audits, campaigns and service initiatives.

9. Facilities & Asset Management

Ensure the outlet, workshop, tools, and equipment are well-maintained and in working order. Coordinate facility repairs, cleanliness, and workplace safety measures.

Job Requirements

Bachelor's Degree/Degree in Business Administration, Automotive Engineering, Mechanical Engineering, or related field. Minimum 3 years of experience in automotive after-sales operations with at least 2 years in a managerial role. Strong leadership, customer handling, and team management skills. Strategic thinker with strong analytical and decision-making capabilities. Excellent communication, presentation, and problem-solving skills. Proficient in Microsoft Office (Excel, Word & PowerPoint).
Job Types: Full-time, Contract
Contract length: 12 months

Pay: RM2,500.00 - RM4,500.00 per month

Benefits:

Free parking Opportunities for promotion Professional development
Application Question(s):

Are you willing to work during weekends (Saturday & Sunday) and during Public Holidays (if any)
Experience:

Service Manager: 3 years (Required)
Work Location: In person