Role Summary
The Service Manager is responsible for overseeing all workshop and field service operations, ensuring high-quality vehicle diagnostics, repairs, customer satisfaction, and strict adherence to company procedures and documentation standards. The role ensures jobs are executed profitably, professionally, and in line with MOTG’s operational and legal safeguards.
Key Responsibilities
Service Operations Management
- Supervise daily workshop and mobile repair activities
- Assign jobs to technicians based on skill and workload
- Monitor job progress to ensure timelines are met
- Ensure proper diagnostic procedures are followed before repairs
- Prevent unauthorized or free work outside of company approval
Quality Control
- Review and approve diagnostic reports before customer communication
- Confirm parts specifications and repair scope accuracy
- Conduct final quality checks before vehicle release
- Reduce comebacks, repeat faults, and customer disputes
Customer & Case Management
- Serve as an escalation point for complex technical issues
- Ensure all customer approvals are documented before work begins
- Support dispute resolution with clear technical reports
- Coordinate with legal/management when cases involve police or formal complaints
Financial Discipline
- Ensure proper job costing and markup compliance
- Prevent revenue leakage or unauthorized discounts
- Confirm service charges are correctly applied
- Monitor technician productivity and job profitability
Documentation & Compliance
- Ensure every job has complete paperwork (diagnosis, estimate, approval)
- Enforce the use of MOTG Terms & Conditions on all invoices
- Maintain service records for audit and dispute defense
- Ensure staff follow company SOPs at all times
Team Leadership
- Supervise technicians and workshop staff
- Provide technical guidance and on-the-job coaching
- Enforce discipline, punctuality, and professional conduct
- Identify training needs within the technical team
Key Performance Indicators (KPIs)
- Job turnaround time
- Comeback/rework rate
- Customer satisfaction score
- Workshop revenue and margin
- Documentation compliance rate
- Technician productivity
Required Qualifications
- Strong automotive diagnostic and repair knowledge
- Minimum 5 years workshop or field service experience
- Proven team supervision experience
- Good reporting and documentation skills
- Ability to handle high-pressure customer situations
- Strong integrity and commercial awareness
Preferred Skills
- Experience with premium vehicles (e.g., Range Rover, BMW, Mercedes)
- Familiarity with workshop management systems
- Basic understanding of service contracts and liability issues
- Strong communication and decision-making ability