Service Manager

Location: Greenhills, San Juan

Work Arrangement: Onsite

Do you want to develop world-class skills, build a brilliant career and thrive within a highly supportive team Here, you'll be set up to deliver your best work with the backing of colleagues and mentors who have a genuine care for your wellbeing.

You'll play a key part in growing a global business that's transforming our industry, working with the world's leading automotive brands and delivering great experiences for our customers.

There are countless opportunities for you to take on, learn from the best and realise your potential. If you're looking to accelerate your progress and make a big impact in a collaborative, winning team, then your bright future starts here

ICATS Motors Inc. is seeking an experienced and performance-driven Service Manager to lead the aftersales and workshop operations of our automotive dealership in Greenhills, San Juan. This key leadership role will be responsible for driving service excellence, customer satisfaction, operational efficiency, and profitability while ensuring compliance with manufacturer standards and best practices. The successful candidate will oversee workshop performance, warranty administration, team development, and continuous improvement initiatives to deliver exceptional customer experiences and support the growth of the aftersales business.

What you'll do

• Lead and manage the overall aftersales and workshop operations, ensuring efficient vehicle servicing, diagnostics, maintenance, and repairs while maintaining high standards of quality and productivity.
• Drive customer satisfaction and retention by fostering a customer-focused culture, resolving escalated concerns, and implementing initiatives that enhance the overall service experience.
• Develop and execute strategies to achieve service revenue, profitability, labor sales, and operational performance targets while identifying opportunities to grow the aftersales business.
• Oversee warranty administration, manufacturer compliance, and service quality standards, ensuring adherence to established policies, procedures, and audit requirements.
• Provide leadership, coaching, and development to Service Advisors, Supervisors, Technicians, and support staff, promoting a culture of accountability, teamwork, safety, and continuous improvement.
• Collaborate closely with the Parts Department and other business units to ensure optimal parts availability, operational efficiency, and seamless service delivery.
• Monitor and analyze service performance metrics including workshop productivity, service revenue, customer satisfaction, turnaround times, and warranty performance, implementing corrective actions where necessary.

About you

To be successful in this role you will be:

• Bachelor's degree in Mechanical Engineering, Automotive Engineering, Business Management, or a related field. Professional certifications in automotive service management are an advantage.
• At least 7-10 years of experience in automotive aftersales, workshop operations, or service management, with a minimum of 3-5 years in a leadership role.
• Proven success in managing workshop operations, driving customer satisfaction, improving operational efficiency, and achieving aftersales business targets.
• Strong knowledge of vehicle diagnostics, maintenance and repair processes, warranty administration, dealership operations, and manufacturer compliance standards.
• Experienced in using dealership management systems (DMS) and service management tools to drive operational performance and reporting.
• Strong financial and commercial acumen, with the ability to manage budgets, analyze performance metrics, and improve profitability.
• Excellent leadership, communication, problem-solving, and stakeholder management skills, with the ability to develop high-performing teams and influence business outcomes.