Senior Aftersales Manager - #1127573

Company Overview

Volt Auto is Singapore’s exclusive authorised dealer for the latest Electric Vehicles, providing distribution, retail, and after-sales services, and committed to delivering exceptional vehicles and service as a trusted name in the industry.

Position Overview

As a Senior Aftersales Manager, you will be responsible for leading the operational strategy and execution of the aftersales division, including workshop service, parts operations, customer experience, and warranty management. You will drive efficiency, ensure compliance with Principle standards, and lead your team to deliver service excellence and business growth. This role plays a critical part in strengthening brand loyalty, enhancing aftersales profitability, and supporting long-term customer retention in Singapore.

Responsibilities:

Strategic Leadership & Planning

• Develop and execute the aftersales strategy aligned with the company’s overall business goals.

• Identify new revenue opportunities across service, parts, and customer care channels.

• Analyze market trends, customer feedback, and competitor performance to drive continuous improvement.

Operational Management

• Oversee service center performance metrics including productivity, lead times, customer satisfaction (CSI), and first-time fix rates.

• Ensure compliance with OEM standards, warranty policies, and safety regulations.

• Optimize workshop capacity, technician efficiency, and service processes.

• Manage parts operations including inventory control, and parts sales performance.

• Monitor technician productivity, service lead times, and job card management to enhance operational performance.

• Ensure effective DMS utilization for accurate, real-time tracking and reporting.

Team Leadership

• Lead, mentor, and develop service, parts, and technical teams to achieve high performance.

• Implement structured training programs for technicians, service advisors, and parts personnel.

• Foster a culture of customer focus, accountability, and technical excellence.

• Build a performance-driven environment with clear KPIs, coaching, and recognition programs.

Customer Experience & Retention

• Ensure a premium aftersales customer journey from service booking to vehicle delivery.

• Handle escalated customer issue and ensure timely resolution.

• Drive customer retention initiatives such as service packages, follow-up campaigns, and loyalty programs.

Revenue & Cost Management

• Drive profitability through upselling, service packages, parts and accessory sales, and optimized labor rates.

• Develop and manage aftersales budgets, forecasts, and monthly performance reviews.

• Implement cost control measures while ensuring high service quality and operational standards.

Parts Operations

• Ensure timely availability of fast-moving and critical parts.

• Manage inventory levels to reduce dead stock while preventing shortages.

• Collaborate with the parts team to support both internal workshop and retail sales.

Compliance & Standards

• Ensure full compliance with all manufacturer guidelines including service processes, warranty procedures, and audit requirements.

• Maintain excellent relationships with representatives and participate in dealership network reviews.

Key Skills & Experience:

• Bachelor’s Degree in Automotive Engineering, Business Administration, or related field.

• Minimum 5 - 8 years of experience in aftersales management within an authorized dealership (preferably multi-brand or premium brand).

• Strong knowledge of workshop operations, parts management, diagnostics, and OEM processes.

• Proven track record of improving CSI, efficiency, and aftersales profitability.

• Excellent leadership, communication, negotiation, and customer service skills, and stakeholder management skills.