Job Description/Specification:
We are seeking an experienced and technically strong Aftersales Technical Manager to lead the technical and operational functions of the Aftersales and Workshop department. The role will be responsible for ensuring high-quality vehicle diagnosis and repairs, efficient workshop operations, strong customer satisfaction, and compliance with manufacturer standards.
The successful candidate will provide technical leadership, manage complex diagnostic cases, support warranty operations, develop technical teams, and drive continuous improvement across the service operation.
Key Responsibilities
Technical & Workshop Management
- Lead and supervise the technical operations of the Aftersales and Workshop department.
- Provide technical support for complex vehicle diagnosis, troubleshooting, and repairs.
- Act as the escalation point for major, recurring, and technically complex issues.
- Ensure repairs are completed correctly, efficiently, and within agreed timelines.
- Monitor workshop productivity, vehicle throughput, repair quality, and technical KPIs.
- Ensure compliance with manufacturer repair procedures, technical standards, safety requirements, and company policies.
Technical Diagnosis & Problem Solving
- Conduct root-cause analysis of recurring technical issues and implement corrective actions.
- Drive improvements in first-time fix rates and reduce repeat repairs.
- Review technical reports and provide accurate recommendations to management.
- Monitor customer complaints related to technical issues and ensure timely resolution.
OEM & Warranty Coordination
- Coordinate with OEM/Principal technical teams regarding technical cases, product concerns, service campaigns, and technical bulletins.
- Support Warranty teams with technical diagnosis, claim validation, and warranty case resolution.
- Ensure warranty-related repairs and technical cases are handled in accordance with manufacturer policies.
Team Leadership & Development
- Lead, motivate, and develop technicians and technical service personnel.
- Identify technical training requirements and coordinate relevant training and coaching.
- Ensure technicians remain updated on new vehicle technologies, diagnostic equipment, repair procedures, and product updates.
- Promote a culture of technical excellence, accountability, safety, and continuous improvement.
Equipment & Technical Resources
- Monitor the availability, utilization, calibration, and maintenance of diagnostic equipment and special tools.
- Ensure workshop equipment is maintained and available to support efficient repairs.
- Promote effective use of technical information, diagnostic systems, and manufacturer resources.
Cross-Functional Collaboration
- Work closely with the Service Manager, Parts Manager, Warranty, CRM, and other Aftersales functions.
- Ensure effective coordination between technical, service, parts, warranty, and customer-facing teams.
- Provide technical feedback and recommendations to management and manufacturer representatives.
Minimum Requirements
- Bachelor's Degree or Diploma in Automotive Engineering, Mechanical Engineering, Automotive Technology, or a related technical discipline.
- Proven experience in automotive Aftersales, workshop, technical operations, or vehicle diagnostics.
- Strong experience managing technical teams and workshop operations.
- Extensive knowledge of vehicle diagnosis, repair procedures, workshop processes, and automotive systems.
- Experience dealing with OEM/Principal technical teams and warranty operations.
- Strong understanding of manufacturer technical standards, service procedures, and safety requirements.
Technical Skills
- Advanced Vehicle Diagnostics
- Automotive Troubleshooting
- Workshop Operations
- Technical Problem Solving
- Root-Cause Analysis
- Warranty Diagnosis & Support
- OEM Technical Coordination
- Diagnostic Equipment & Special Tools
- Technical KPI Management
- Repair Quality Control
- Service Campaigns & Technical Bulletins
- Automotive Electrical & Mechanical Systems
Core Competencies
- Technical Leadership
- Team Management
- Analytical Thinking
- Problem Solving
- Customer Focus
- Decision Making
- Communication
- Continuous Improvement
- Quality Orientation
- Operational Excellence
- Safety Awareness
- Results Orientation
Ideal Candidate
This opportunity is suited to experienced Aftersales Technical Managers, Workshop Managers, Technical Managers, Diagnostic Managers, Technical Service Managers, or Senior Automotive Technicians who have demonstrated expertise in complex vehicle diagnostics, OEM technical support, warranty operations, and technical team leadership.