A Fantastic Opportunity for ...
The Head of Service is responsible for leading, managing and developing all automotive service centers under Super Seven Stars Group (SSS).
The role focuses on ensuring consistent service quality, operational efficiency, customer satisfaction, workshop productivity, revenue growth and profitability across all service locations.
The Head of Service must establish standardized service operations, policies, SOPs, technical standards and performance management systems to ensure all service centers operate according to SSS Group standards.
2. Key Responsibilities
A. Overall Service Operations Management
1. Lead and oversee daily operations of all SSS automotive service centers.
2. Ensure all service centers operate according to standardized operational procedures and company policies.
3. Develop annual operational plans, budgets and business targets for each service center.
4. Monitor service center performance, operational efficiency and profitability.
5. Ensure effective coordination between service centers, showrooms, spare parts, warranty and other relevant departments.
6. Conduct regular operational visits and performance reviews across all locations.
7. Identify operational weaknesses and implement corrective action plans.
B. Workshop & Technical Management
1. Oversee workshop operations, vehicle maintenance, repair and diagnostic activities.
2. Ensure high standards of technical workmanship and repair quality.
3. Establish standard procedures for vehicle inspection, diagnosis, repair, quality control and vehicle delivery.
4. Monitor technician productivity, workshop capacity and job completion time.
5. Ensure proper utilization and maintenance of workshop equipment, tools and facilities.
6. Implement quality assurance and technical inspection systems to minimize repeat repairs and customer complaints.
7. Coordinate technical training and development programs for service technicians.
C. Customer Experience & Service Quality
1. Develop and maintain consistent customer service standards across all service centers.
2. Ensure excellent customer experience throughout the service journey, including booking, vehicle reception, diagnosis, repair and delivery.
3. Establish customer satisfaction KPIs and monitor customer feedback.
4. Handle major customer complaints and service escalations.
5. Implement customer retention, follow-up and aftersales engagement programs.
6. Improve customer loyalty and repeat service business.
D. Financial & Business Performance
1. Drive service revenue, gross profit and overall profitability across all service centers.
2. Develop and monitor service center budgets and financial performance.
3. Monitor key revenue streams, including:
- Labor and service charges.
- Periodic maintenance packages.
- Repair and diagnostic services.
- Warranty-related services.
- Other aftersales services.
4. Control operational costs, manpower expenses and workshop overheads.
5. Identify new business opportunities to increase service revenue.
6. Prepare monthly financial and operational performance reports.
E. Spare Parts & Inventory Coordination
1. Coordinate with the Spare Parts Department to ensure the availability of necessary parts for service operations.
2. Monitor spare parts consumption and inventory requirements.
3. Minimize vehicle repair delays caused by parts shortages.
4. Ensure proper coordination of parts ordering, allocation and usage.
5. Monitor parts-related service costs and inventory efficiency.
F. Manpower & Performance Management
1. Lead, manage and develop Service Center Managers and technical teams.
2. Establish clear organizational structures, job descriptions and responsibilities.
3. Set individual and departmental KPIs and performance targets.
4. Evaluate staff performance and implement improvement plans.
5. Identify training needs and develop technical and managerial capabilities.
6. Ensure proper manpower planning, recruitment and succession planning.
7. Promote accountability, teamwork and a customer-focused working culture.
G. SOP, Compliance & Safety
1. Develop, implement and continuously improve service operation SOPs.
2. Ensure compliance with company policies, operational standards and applicable regulations.
3. Maintain workshop safety, equipment maintenance and workplace housekeeping standards.
4. Ensure proper handling of customer vehicles and company assets.
5. Implement internal operational audits and service quality inspections.
6. Ensure accurate service documentation, job cards, quotations and maintenance records.
H. Business Development & Strategic Improvement
1. Develop strategies to expand aftersales business and increase market share.
2. Identify opportunities for new service packages, preventive maintenance programs and customer retention initiatives.
3. Improve operational processes through digital systems and technology.
4. Benchmark service performance against industry standards.
5. Work closely with the Automotive Division to align service operations with overall business strategy.
3. Key Performance Indicators (KPIs)
The Head of Service must be evaluated based on measurable performance across all service centers.
KPI Category Performance Indicators
Financial Performance Service revenue, gross profit, net profit and budget achievement
Customer Satisfaction Customer Satisfaction Index (CSI), complaints and customer retention
Workshop Productivity Technician productivity, workshop utilization and labor efficiency
Service Quality First-Time Fix Rate (FTFR), repeat repair rate and repair quality
Operational Efficiency Vehicle turnaround time (TAT), on-time delivery and job completion
Service Growth Number of vehicles serviced, repeat customers and new service customers
Spare Parts Coordination Parts availability, parts-related delays and inventory utilization
People Management Staff productivity, attendance, training and employee performance
Compliance SOP compliance, safety standards and internal audit results
Suggested KPI Weighting
KPI Weight
Financial & Revenue Performance 25%
Customer Satisfaction 20%
Workshop Productivity & Efficiency 20%
Service Quality 15%
People Management 10%
SOP, Compliance & Safety 10%
Total 100%