Automotive Service Manager

Role overview

This position is responsible for steering the service center’s financial performance, daily operations, and staffing effectiveness so sales goals are met, customer issues are handled quickly, and the workshop runs efficiently. The role also owns the guest experience agenda, ensuring every customer receives a consistently high level of service in line with company rules and the guest experience program.

Core duties

• Run the service department’s day-to-day activities in line with approved standards, procedures, and operational requirements.
• Work with service management and the team in system-related meetings to identify improvement opportunities, introduce better ways of working, reduce costs, and raise productivity by applying international best practices.
• Prepare accurate and timely service reports that satisfy company and departmental standards.
• Lead the service team to help the business achieve labor service, parts service, workshop traffic, productivity, efficiency, service gross, and profit targets.
• Oversee the service management process and daily KPI-driven meetings supported by guest experience reporting.
• Join same-day delivery reviews to track vehicle handover timing and ensure customers are kept informed about their vehicle status.
• Take part in carry-over unit reviews to monitor the WIP sheet and WIP ageing, and make sure open issues are addressed in line with regional service requirements.
• Check repair quality thoroughly and confirm that all vehicle repairs meet required standards.
• Review warranty claims carefully, ensure they are submitted on time, and follow up promptly on any pending claims.
• Spend time on the workshop floor using a hands-on management approach to monitor performance and reinforce quality work.
• Carry out routine audits of key workshop processes, especially those linked to quality improvement and complaint resolution.
• Ensure the service center has the staff, tools, lifters, toolboxes, special tools, and equipment needed to operate smoothly.
• Set up and monitor the appointment system so workshop capacity is used effectively.
• Track technician efficiency and productivity to maximize resource utilization and revenue.
• Make sure workshop equipment is maintained properly and remains operational at all times.
• Watch service center gross sales and drive achievement of monthly and annual sales targets.
• Control workshop overheads by comparing actual spending against budget and taking action to keep costs on target.
• Partner with the service management team to build long-term customer retention strategies.
• Log, classify, and analyze customer concerns, then create action plans to resolve them and improve satisfaction.
• Ensure the guest experience is delivered consistently across all service interactions and program steps.
• Track guest experience KPIs and feedback channels, then coordinate improvement initiatives with the relevant teams.
• Handle escalated customer issues through to closure in a timely manner.
• Support the company’s customer experience commitment by reinforcing trust, respect, relationship-building, and a guest-in-control approach.
• Supervise a small team to ensure work is completed efficiently and in line with branch procedures.
• Give formal and informal feedback to support team development.
• Review team targets and KPIs regularly to maintain consistent performance.
• Identify training needs and arrange learning opportunities so staff stay current with service technologies.
• Apply approved policies, processes, and instructions, and ensure team compliance.
• Follow all safety, quality, and environmental requirements to maintain a healthy and safe workplace.

Experience and education

The role calls for 6 to 8 years of relevant auto service experience, including at least 2 years in progressively more senior management roles. A bachelor’s degree in engineering or a technical diploma is required.

Work context

This is a full-time, onsite position based in Riyadh, Saudi Arabia.

Additional notes

The source did not specify salary, number of openings, start date, or application deadline.