Key responsibilities

• Plan, organize, direct, and monitor day-to-day automotive workshop and service operations to ensure efficiency, productivity, quality, and customer satisfaction.
• Oversee workshop/service activities and monitor service jobs and repair orders to ensure efficient workflows and timely delivery to customers.
• Establish and monitor operational KPIs including workshop productivity, service turnaround time, technician efficiency, service quality, and customer satisfaction.
• Drive continuous improvement initiatives to enhance workshop efficiency, service processes, productivity, customer experience, and cost effectiveness.
• Develop, implement, and maintain SOPs, service standards, operational guidelines, and improvement action plans.
• Lead and coordinate cross-functional activities involving service, workshop, parts, customer service, administration, warehouse, and other supporting functions.
• Monitor service quality and conduct regular operational reviews and process audits to ensure compliance with company standards, procedures, and safety requirements.
• Coordinate with Engineering, Maintenance, Parts, Warehouse, and Supply Chain teams to ensure the availability and proper management of operational resources.
• Lead, coach, and develop supervisors, team leaders, service advisors, technicians, and operational staff to improve capability, accountability, and productivity.
• Develop training plans to improve employees’ technical knowledge, service skills, operational capabilities, and customer service standards.
• Identify operational challenges, analyze root causes, and implement effective solutions while maintaining service quality and controlling operating costs.
• Work closely with senior management to support business planning, operational performance improvement, customer retention, and sustainable growth.
• Prepare regular operational performance reports and provide recommendations on operational issues and improvement opportunities.
• Ensure a professional, efficient, and customer-focused service experience throughout the customer journey.

Qualifications

• Bachelor’s degree in Business Administration, Management, Automotive, or Engineering.
• Minimum 7 years of experience in automotive workshop management, automotive service operations, after-sales operations, or a similar automotive service environment, with at least 3 years in a managerial or supervisory role. 
• Proven experience managing automotive workshop/service operations, preferably within a dealership, authorized service center, automotive service company, or related industry. 
• Strong understanding of automotive workshop operations, service processes, customer service, operational KPIs, cost control, and business performance. 
• Demonstrated experience in SOP implementation, continuous improvement, process optimization, and team development. 
• Strong leadership, coaching, communication, problem-solving, decision-making, and cross functional coordination skills. 
• Knowledge of automotive parts, warehouse, equipment maintenance, and supply chain operations is preferred. 
• Strong business and analytical skills with the ability to monitor performance and implement practical solutions. 
• Good command of English is required. Chinese language skills are an advantage but not mandatory. 
• Ability to manage multiple priorities in a dynamic, customer-focused service environment. 
• Willingness and ability to on-site work within the CLMV region for approximately 2 weeks per month.