Assistant Manager – After Sales Operations
Pantai Bharu – Klang, Selangor
Responsibilities
Service Centre Oversight
- Supervise daily service operations, ensuring smooth workflow between advisors and technicians.
- Monitor service KPIs: throughput, turnaround time, upsell rate, and repeat service rate.
- Handle escalated customer complaints and ensure timely resolution.
Customer Retention
- Drive customer satisfaction initiatives (CSI surveys, loyalty programs).
- Implement followup processes for service reminders, insurance renewals, and warranty claims.
- Build longterm relationships to encourage repeat visits and referrals.
Revenue Growth
- Develop upsell strategies for accessories, extended warranties, and service packages.
- Negotiate partnerships with insurers, accessory suppliers, and thirdparty service providers.
- Collaborate with sales team to crosssell aftersales products during vehicle purchase.
Team Leadership
- Support recruitment, training, and performance management of service advisors and technicians.
- Conduct regular performance reviews and coaching sessions.
- Foster a disciplined, customeroriented culture in the service centre.
Operational Excellence
- Ensure compliance with SOPs, safety standards, and brand requirements.
- Prepare weekly reports on service KPIs, upsell performance, and customer satisfaction.
- Coordinate with marketing for aftersales campaigns and promotions.
Requirements
• Bachelor's degree in Business, Automotive Engineering, or related field.
• 3–5 years experience in automotive service, aftersales, or operations management.
• Strong leadership and team management skills.
• Excellent communication in English & Malay (Mandarin/Tamil is a plus).
• Analytical mindset with ability to track KPIs and improve performance.
• Handson, resourceful, and customeroriented.
• Passion for cars, service excellence, and customer care.
