Regional Service Manager

Automotive Distribution & Marketing Company Ltd

The Regional Service Manager is responsible for overseeing the service operations across multiple service centers within a designated region. This role ensures high-quality customer service, operational efficiency, and adherence to company standards and manufacturer guidelines. The Regional Service Manager works closely with service center managers, technicians, and after-sales teams to optimize service performance, drive profitability, and enhance customer satisfaction.

Responsibility

Description

Policies & Procedures

• Recommend improvements to departmental policy and support in the implementation of procedures and controls
• Ensure proper implementation and control of group policies and procedures

Service Operations Management

• Oversee day-to-day operations of multiple service centers, ensuring consistency in service delivery.
• Implement and monitor standard operating procedures (SOPs) across all locations.
• Ensure compliance with manufacturer guidelines, company policies, and industry regulations.
• Manage warranty processes, technical escalations, and service quality assurance.

Performance & Efficiency Optimization

• Analyze service center performance KPIs, such as revenue, productivity, and customer satisfaction.
• Develop strategies to improve efficiency, reduce service times, and increase profitability.
• Conduct regular audits and inspections to assess workshop performance.
• Identify bottlenecks and implement process improvements to optimize workflow.

Customer Satisfaction & Service Excellence

• Ensure high standards of customer service and monitor customer feedback.
• Work with customer complaint teams to resolve escalated issues effectively.
• Implement customer retention strategies, including service promotions and loyalty programs.
• Enhance service advisor training to improve customer interactions and service recommendations.

Team Leadership & Development

• Lead, mentor, and develop service managers and technical teams within the region.
• Ensure that service staff receive regular training on new vehicle technologies and service best practices.
• Conduct performance reviews, coaching, and leadership development for service teams.

Financial & Budget Management

• Monitor regional service center budgets, expenses, and revenue targets.
• Work with finance teams to ensure cost control and profitability improvements.
• Analyze service pricing models and recommend strategic adjustments.

Parts & Inventory Coordination

• Ensure optimal availability of spare parts for efficient service operations.
• Work with parts coordinators to reduce inventory shortages and delays.
• Monitor parts usage trends and recommend stock adjustments.

Health, Safety & Compliance

• Ensure all service centers comply with health, safety, and environmental regulations.
• Conduct regular safety audits and enforce best practices in workplace safety.
• Develop and implement risk mitigation plans for service operations.

requirements
Bachelor's degree in Automotive Engineering, Mechanical Engineering, Business Administration, Management, or a related field.
8+ years of experience in service management or a similar role, preferably in a regional capacity.
Proven leadership skills with the ability to effectively manage and motivate a team.
Strong communication skills, both verbal and written, with experience in presenting to senior leadership.
Demonstrated ability in strategic planning and execution.
Proficient in data analysis and performance/operation metrics.
Experience with budgeting and managing financial performance.
Ability to travel as required within the region.
Strong problem-solving skills and the ability to make effective decisions under pressure.
Customer-focused mindset with a commitment to delivering high-quality service.
Knowledge of industry-specific regulations and compliance standards.