1. Responsibilities
A. Service Operations Management
• Manage the daily operations of the automobile service center and workshop.
• Ensure timely vehicle servicing, repairs, diagnostics, and delivery.
• Monitor workshop productivity, technician efficiency, labour utilization, and vehicle turnaround time.
• Ensure compliance with manufacturer standards, technical procedures, and safety regulations.
• Coordinate with the spare parts department to ensure availability of required parts.
B. Customer Service & Satisfaction
• Ensure excellent customer experience throughout the service process.
• Handle customer complaints, escalations, and service-related disputes.
• Monitor customer satisfaction scores, feedback, and repeat business.
• Develop initiatives to improve customer retention and loyalty.
• Ensure timely communication with customers regarding repair progress, costs, and delivery schedules.
C. Warranty & Technical Support
• Supervise warranty claims, goodwill requests, and manufacturer reimbursements.
• Ensure accurate documentation and timely submission of warranty claims.
• Coordinate with manufacturers and distributors on technical issues, recalls, and service campaigns.
• Ensure adherence to warranty policies and service bulletins.
• Monitor repeat repairs and implement corrective measures.
D. Financial & Business Performance
• Prepare and manage the after-sales department's annual budget.
• Achieve service revenue, labour sales, spare parts sales, and profitability targets.
• Monitor operating expenses, gross margins, and departmental performance.
• Identify opportunities to increase workshop revenue and customer-pay service business.
• Prepare monthly management reports and recommend improvements.
E. Team Leadership & Development
• Lead and supervise service advisors, workshop supervisors, technicians, warranty staff, and other service personnel.
• Set performance targets and conduct regular performance reviews.
• Identify training needs and arrange technical and customer-service training.
• Maintain appropriate staffing levels, discipline, productivity, and employee engagement.
• Develop a culture of accountability, teamwork, and continuous improvement.
F. Spare Parts & Inventory Coordination
• Coordinate with parts management to maintain adequate stock of fast-moving and critical parts.
• Minimise vehicle downtime caused by parts shortages.
• Monitor parts availability, back orders, and inventory-related service delays.
• Work with the parts department to improve stock planning and service efficiency.
G. Quality, Safety & Compliance
• Ensure quality inspections are completed before vehicles are delivered.
• Monitor comeback rates, repeat repairs, and warranty-related defects.
• Maintain workshop cleanliness, equipment standards, and occupational safety.
• Ensure proper handling of tools, diagnostic equipment, hazardous materials, and vehicle records.
• Ensure compliance with applicable local regulations and manufacturer requirements.
2. Key Performance Indicators (KPIs)
• After-sales revenue and gross profit.
• Customer satisfaction index (CSI).
• Workshop productivity and technician efficiency.
• Vehicle turnaround time.
• First-time-fix rate.
• Repeat repair and comeback rate.
• Warranty claim recovery and rejection rate.
• Labour sales and spare parts sales growth.
• Customer retention and repeat service bookings.
• Workshop operating cost and profitability.
• Employee productivity and training completion.
3. Qualifications
• Bachelor's degree or diploma in Automobile Engineering, Mechanical Engineering, Automotive Technology, or a related field.
• Additional training in automotive service management or dealership operations is an advantage.
• Minimum 10-15 years of experience in automotive after-sales service operations.
• At least 3 years in a supervisory or managerial position is preferred.
• Experience with an authorised automobile dealership, distributor, or multi-brand service centre is desirable.
• Experience with automotive diagnostic systems, warranty processes, workshop management systems, and service performance reporting.
• Strong technical understanding of vehicle servicing, repairs, and diagnostics.
• Excellent leadership, team management, and decision-making skills.
• Strong customer relationship and complaint-resolution skills.
• Commercial awareness and financial management capability.
• Good planning, organisation, and problem-solving skills.
• Proficiency in Microsoft Office and dealership management systems (DMS).
• Strong communication, reporting, and negotiation skills.
Salary: 1100-1500 BHD + car
Interested candidates can submit their CV to bahrainfreejob@gmail.com