Aftersales Manager – Automotive (USA / Chinese Car Brands)

Job Summary

We are seeking an experienced Aftersales Manager to lead and manage the complete aftersales function for our automotive operations. The role will be responsible for driving the performance of service, workshop, spare parts, warranty, and customer support operations, while ensuring high customer satisfaction, operational efficiency, and profitability.

The ideal candidate must have strong experience in the automotive dealership / distributor environment, with a proven track record in managing aftersales operations for USA or Chinese automotive brands. The candidate should be capable of improving workshop performance, enhancing customer retention, managing parts availability, controlling warranty processes, and ensuring best-in-class service standards.

Qualifications

Bachelor’s Degree in Mechanical Engineering, Automotive Engineering, Business Administration, or a related field.
Technical / automotive certifications will be an advantage.

Experience Requirements (Mandatory)

Minimum 8–12 years of experience in automotive aftersales / service operations, with at least 3–5 years in a managerial role.
Proven experience in managing aftersales operations for USA or Chinese automotive brands within an automotive dealership, distributor, or service network.
Strong hands-on experience in service operations, workshop management, spare parts, warranty, customer service, and technical coordination.
Experience working with passenger cars, commercial vehicles, or dealership networks is preferred depending on the business model.

Preferred Brand Background

Candidates with experience from USA or Chinese automotive brands will be highly preferred, such as:

USA Brands: Ford, Chevrolet, GMC, Cadillac, Chrysler, Dodge, Jeep, RAM, Lincoln, Tesla
Chinese Brands: Changan, Geely, MG, GAC, BYD, Jetour, Chery, Exeed, Haval, Great Wall, JAC, Dongfeng, BAIC, Foton

Key Responsibilities

Aftersales Operations Management

Lead and manage the full aftersales function including service operations, workshop management, spare parts, warranty, customer service, and technical support.
Ensure smooth day-to-day operations of the service center and workshop, maintaining high levels of efficiency, productivity, and customer satisfaction.
Develop and implement aftersales strategies to increase service revenue, parts sales, customer retention, and overall profitability.

Workshop & Service Management

Oversee workshop operations, including service scheduling, job allocation, turnaround times, repair quality, and technician productivity.
Monitor service advisors, workshop supervisors, technicians, and support staff to ensure efficient service delivery.
Ensure proper diagnosis, repair, maintenance, and technical support processes are followed according to manufacturer standards.
Drive workshop loading, bay utilization, labour productivity, and service quality improvement initiatives.

Spare Parts & Inventory Management

Manage spare parts operations to ensure optimal stock availability, inventory control, and timely supply of parts required for service and repair activities.
Monitor parts sales, stock turnover, obsolete stock, and procurement planning.
Coordinate with suppliers, principals, and internal teams to ensure effective parts support.

Warranty & Technical Support

Oversee warranty administration, claims processing, and compliance with principal/manufacturer guidelines.
Ensure timely submission, tracking, and closure of warranty claims.
Coordinate technical escalations, product issues, recalls, and support requirements with OEM / principal representatives.

Customer Experience & Retention

Ensure high levels of customer satisfaction by delivering excellent aftersales service and prompt issue resolution.
Handle escalated customer complaints and service recovery cases professionally and effectively.
Develop customer retention initiatives, service campaigns, annual maintenance packages, and loyalty programs.
Monitor CSI, customer feedback, repeat service business, and service quality standards.

Financial & Commercial Performance

Achieve aftersales revenue, profitability, and gross margin targets across service, labour, spare parts, and accessories.
Prepare and manage budgets, forecasts, and performance reports for the aftersales department.
Monitor key KPIs such as workshop productivity, service retention, labour sales, parts sales, warranty recovery, and customer satisfaction.

Team Leadership & Development

Lead, motivate, and develop the aftersales team including service advisors, workshop supervisors, parts staff, warranty officers, and technicians.
Conduct performance reviews, coaching, training, and succession planning for team members.
Build a customer-centric, performance-driven, and safety-focused aftersales culture.

Compliance & Process Improvement

Ensure compliance with OEM standards, dealership policies, safety procedures, and local regulations.
Implement process improvements to enhance efficiency, reduce turnaround time, and improve service quality.
Maintain proper documentation, reporting, audit readiness, and operational controls across the aftersales function.

Technical Knowledge

Strong knowledge of:

Automotive aftersales operations
Workshop and service center management
Spare parts operations and inventory control
Warranty claims and OEM compliance
Technical service processes and repair workflows
Customer retention and service quality management
Workshop productivity, labour utilization, and profitability
Dealer Management Systems (DMS) and aftersales reporting

Skills & Competencies

Strong leadership and people management skills
Excellent customer service and complaint handling ability
Strong commercial acumen with focus on profitability and operational efficiency
Sound technical understanding of automotive service and workshop operations
Strong analytical, reporting, and KPI management capability
Effective communication and stakeholder management skills
Ability to work in a fast-paced dealership / automotive environment

Key Performance Indicators (KPIs)

Aftersales revenue and gross profit
Workshop productivity and efficiency
Labour sales and parts sales performance
Customer retention and repeat service business
Customer satisfaction / CSI scores
Warranty recovery and claim processing efficiency
Turnaround time and workshop utilization
Team performance and operational compliance

Preferred Industry Background

Candidates from the following will be highly preferred:

Automotive dealerships
Automotive distributors
Multi-brand dealership groups
Passenger vehicle / commercial vehicle service operations
OEM-authorized service networks

Preferred Regional Experience

Prior GCC / Middle East dealership experience will be a strong advantage.

Aftersales Manager- USA/China Automotive Brand