Service Manager

Job Description

Job Purpose


Control the workflow and daily service operation.

Core Responsibilities:                                                                                                                                           

Duties and Responsibilities of Service Manager are clearly specified below but not limited to:

  • Responsible on the flow of workshop through Team Leaders concept in a professional, timely manner while ensuring quality repairs
  • Responsible for managing service level agreements with customers and external service providers.
  • Possess the ability to lead, motivate, develop and train the whole service team in achieving the goals. Responsible to keep spirits high, recognize and reward hard work, talent and success.
  • Introduce various motivation concepts to increase labour efficiency.
  • Suggest ways to improve Service Quality.
  • Implementation of measures and programs for supporting customers and promoting loyalty.
  • Fulfilling the customer’s interests/needs in terms of the service quality process. And customizing service process to fulfill customers’ needs.
  • Monitoring and analyzing the competition in the market, parts and accessories business.
  • Maximize labour efficiency and workshop profitability
  • Checking the effectiveness of strategies and operative measures carried out in terms of the cost/benefit ratio.
  • Planning profits on sales in accordance with targets.
  • Controlling the Cost and implementing the necessary measures to increase profitability and reduce wastages.
  • Monthly monitoring and analysis of business results in service:
  • Planning the personnel budget and an employee structure that adapt it to market demands.
  • The implementation of customer-oriented working practices for all employees who come in contact with the customer.
  • The creation of a clear order of command for key positions in service.
  • Leading, directing, informing and motivating subordinate employees,
  • The continuous control and evaluation of service staff.
  • The assurance of optimum cooperation among all employees both within the service department and among all departments.
  • Ensuring rational organization in service while taking account of the formulated market objectives (Reputation, customer satisfaction and market exploitation) and economic requirements
  • Managing business and customer satisfaction with scheduling, coaching, counselling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Determining customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications.
  • Responsible for supporting and servicing customers in all repairing and maintenance jobs.
  • Able to set targets to the workshop and frontline staffs, motivate and guide them to achieve the set targets.
  • Prepare relevant reports and send on time to the management.
  • Achieve set business and customer satisfaction targets regularly.
  • Responsible for safety in all areas.
  • Solve critical cases with the help of team leaders and workshop key staff.
  • Monitor the performance of each staff, guide and counsel them to improve the productivity.
  • Ability to conduct audits, meetings and trainings to ensure that all company procedures are followed by all staffs in a daily basis.

Competencies and Skills

•           Analytical skills

•           Critical thinking

•           Collaboration skills

•           Good communication skills

•           Computer Skills




  • Minimum of 8 years expereince of the similar role
  • Project Management
  • Operations and performance Analysis
  • Customer Service
  • KPI driven and orientated.
  • Min Four Year tertiary training in field and any Business Qualification  ( B Com  Etc)


Service manger training if Possible .

Microsoft capable.



Job Ref: J-01117
Location: United Arab Emirates

Additional Requirements

Driving license required: Yes


Position type: Full Time
Date published: 15/11/2021
Date expired: