Job Summary

The Aftersales Lead is responsible for managing daily workshop operations, supervising and developing the service team, ensuring vehicle repair and maintenance quality, and maintaining high customer satisfaction. The position also handles major technical issues and customer complaints, coordinates troubleshooting and corrective actions, and ensures proper service documentation and reporting.

Key Responsibilities

A. Workshop Management

• Manage daily workshop operations to ensure efficient workflow, productivity, and timely completion of service jobs.

• Supervise vehicle inspection, diagnosis, repair, maintenance, and quality control activities.

• Ensure that repair work complies with manufacturer standards, technical procedures, and safety requirements.

• Coordinate with the spare parts and warehouse teams to ensure the availability of required parts and materials.

B. Team Management and Development

• Supervise, assign, and monitor the work of service technicians and other workshop team members.

• Select qualified service team members in coordination with the HR Department.

• Provide technical training, coaching, and on-the-job guidance to improve team capabilities.

• Maintain team discipline, teamwork, accountability, and compliance with company policies.

C. Customer Relations and Major Issues

• Oversee the daily activities of the Service Advisor and Customer Service Representative to ensure effective customer service and smooth service operations.

• Handle escalated customer complaints and major technical issues professionally and promptly.

• Support customer retention by ensuring service quality and professional aftersales support.

D. Service Administration and Documentation

• Oversee the proper preparation and maintenance of service records, job cards, repair orders, inspection reports, and other required documents.

• Monitor the Service Admin’s handling of service reports, warranty documentation, customer records, and service history.

• Ensure timely submission of service reports and proper filing of all service-related documents.

• Bachelor of Engineering (Mechanical) 

• Minimum 5 years of relevant experience in automotive service engineer role.

• Strong knowledge of vehicle systems, troubleshooting, diagnostics, repair, and maintenance procedures.

• Proven ability to manage workshop operations, supervise teams, and allocate workloads effectively.

• Experience in team development, staff training, performance monitoring, and problem-solving.

• Experience handling customer complaints, major technical issues, and service escalations.

• Good knowledge of service documentation, reporting, recordkeeping, and workshop administration.

• Strong interpersonal, coordination, negotiation, and customer service skills.

• Responsible, systematic, proactive, and able to work under pressure.