Service Manager

Location: Dubai, UAEDepartment: Aftersales / ServiceReports to: Head of Aftersales / Aftersales DirectorIndustry: Luxury / Premium AutomotivePosition OverviewAGMC is looking for an experienced and commercially driven Service Manager to lead the service operations of a premium automotive facility in Dubai.The ideal candidate will have a strong background in luxury or premium automotive aftersales, with proven experience managing a high-volume workshop, service advisors, technicians, and support functions while delivering exceptional customer experience and strong operational and financial performance.This role requires a leader who understands that luxury automotive aftersales is not only about technical excellence, but also about customer experience, retention, transparency, attention to detail, operational efficiency and profitability.Candidates with experience working with premium/luxury automotive brands or authorized dealerships will be strongly preferred.Key Responsibilities1. Service Operations LeadershipLead and manage the overall daily operations of the service department and workshop.Ensure the workshop operates efficiently while maintaining premium service standards.Manage workshop capacity, productivity, bay utilization, technician efficiency and vehicle turnaround times.Monitor daily workshop loading, bookings, repair orders, WIP and vehicle flow.Ensure vehicles are delivered within agreed timelines and promised customer commitments.Identify operational bottlenecks and implement corrective actions.Establish and maintain robust processes for vehicle reception, diagnosis, repair, quality control and delivery.Ensure all service operations comply with manufacturer standards, company policies and UAE regulations.2. Customer Experience & Luxury Service StandardsDeliver an exceptional customer experience consistent with a luxury automotive environment.Lead the service team in developing strong, professional and long-term customer relationships.Monitor and improve Customer Satisfaction (CSI) and customer retention.Personally handle and resolve escalated customer complaints and sensitive cases.Ensure customers receive clear communication regarding diagnosis, repair timelines, costs and additional work.Drive a culture of transparency, accountability and customer ownership across the department.Monitor customer feedback and implement action plans to address recurring issues.Ensure the customer journey from vehicle reception through vehicle handover reflects premium/luxury standards.3. Financial & Commercial PerformanceTake ownership of the financial performance of the service department.Drive service revenue, labour sales, parts sales and overall workshop profitability.Monitor department revenue, gross profit, labour utilization and productivity.Identify opportunities to increase customer pay, maintenance, repair and value-added service sales.Monitor service advisor performance and individual sales targets.Control departmental operating expenses while maintaining service quality.Review workshop KPIs and financial performance regularly and implement improvement plans.Develop initiatives to improve profitability without compromising customer satisfaction.4. Team Leadership & People ManagementLead, coach and develop Service Advisors, Technicians, Workshop Controllers and other aftersales personnel.Set clear performance objectives and KPIs for the team.Conduct regular performance reviews and provide continuous coaching.Identify high-potential employees and develop succession plans.Ensure adequate manpower planning based on workshop volume and business requirements.Maintain high levels of employee engagement, discipline and accountability.Develop a performance-driven culture focused on customer satisfaction, productivity and profitability.Work closely with HR on recruitment, performance management, training and employee development.5. Workshop Productivity & QualityMonitor technician productivity, efficiency and utilization.Ensure accurate diagnosis and high-quality repairs on the first visit.Reduce repeat repairs, comebacks and technical escalations.Monitor repair quality and ensure appropriate quality-control processes are followed.Ensure effective coordination between Service Advisors, Technicians, Parts and Warranty teams.Review technical cases and ensure timely escalation and resolution.Monitor workshop equipment, tools and facility requirements.Ensure the workshop maintains a professional and premium environment.6. Manufacturer & Brand StandardsEnsure compliance with manufacturer standards, processes and operational requirements.Maintain strong relationships with manufacturer representatives and regional aftersales teams.Ensure service campaigns, recalls, technical bulletins and manufacturer initiatives are implemented effectively.Monitor warranty processes and ensure accurate and timely submission of warranty claims.Ensure dealership performance meets or exceeds manufacturer KPIs and audit requirements.Support manufacturer audits and implement required corrective actions.7. KPI & Performance ManagementMonitor and improve key aftersales KPIs including:Customer Satisfaction Index (CSI)Customer retentionWorkshop utilizationTechnician productivity and efficiencyLabour salesParts salesService revenueGross profitRepair Order (RO) valueAverage labour hours per ROVehicle turnaround timeFirst-time fix rateComeback/repeat repair rateWarranty performanceService Advisor conversionAppointment/show-up ratioWorkshop capacity and loadingCustomer complaint resolutionService retention and loyaltyCandidate Profile8–12+ years of experience in automotive aftersales/service operations, with at least 3–5 years in a Service Manager / Aftersales Manager / senior workshop leadership role.Strong experience within luxury or premium automotive dealerships is highly preferred.Experience managing a large and structured workshop operation.Proven track record in managing Service Advisors, Technicians and workshop support teams.Strong commercial understanding of automotive aftersales.Demonstrated experience improving CSI, productivity, revenue and profitability.Strong understanding of workshop processes, repair orders, labour sales, parts sales, warranty and manufacturer standards.UAE/GCC automotive experience is strongly preferred.