Service Manager

About Us:At Zeekr Sydney City, we're leading the future of electric mobility with innovative, sustainable vehicles and exceptional customer experiences. As a dynamic and forward-thinking EV dealership, we pride ourselves on our cutting-edge technology, passionate team, and commitment to making electric driving accessible to all. What sets us apart is our people-first culture, collaborative environment, and dedication to excellence—making us not just a great place to work, but a leader in the EV revolution.Position Overview:Responsible for overseeing the overall af tersales operations and business performance across Sydney and Melbourne, while directly managing the day-to-day aftersales operations of the assigned dealership.Accountable for aftersales revenue, gross profit, customer satisfaction, workshop productivity, cost control, team development, workplace health and safety, and manufacturer Key Performance Indicators (KPIs). Ensure consistent implementation of group-wide operational standards while maintaining effective daily operations at the dealership level.

Responsibilities

Financial Performance and Business ManagementDevelop annual, quarterly and monthly aftersales business targets for the group and individual dealerships, including workshop visits, service revenue and parts gross profit. Allocate targets across dealerships, monitor performance, regularly review variances and implement corrective action plans.Monitor and control aftersales operating costs, including labour, parts inventory, consumables, equipment maintenance, outsourced services and staffing costs. Optimise gross profit margins, manage operating expenses and improve overall aftersales profitability.Oversee parts supply chain management across all dealerships, including parts procurement, inventory turnover, slow-moving and obsolete stock management, and inter-dealership parts transfers.Operations and Process ManagementOversee and standardise aftersales Standard Operating Procedures (SOPs) across all dealerships, including vehicle reception, diagnostics, job allocation, repairs, quality inspections, vehicle handover, customer follow-up, warranty claims and roadside assistance. Ensure consistent implementation and compliance across all locations.Manage manufacturer aftersales performance requirements, including Dealer Management System (DMS) compliance, warranty claim submissions, vehicle recalls, technical service bulletins, manufacturer training, mystery shopper assessments and facility standards to maintain satisfactory manufacturer evaluation results.Customer Service and Complaint ManagementEstablish and maintain an effective aftersales customer service framework. Monitor customer satisfaction (CSI), complaint rates and customer follow-up rates at the assigned dealership. Implement customer relationship management strategies to improve customer retention and repeat service visits.Develop customer complaint handling procedures and escalation plans to minimise reputational risks, compensation costs and potential financial losses. Regularly analyse customer complaints, identify recurring issues and implement continuous service improvements.Team Management and Staff DevelopmentDevelop the group-wide aftersales organisational structure and establish performance evaluation systems for Technicians, Service Advisors, Parts Officers, Warranty Officers and Aftersales Administration staff. Manage staff rostering, daily supervision and performance assessments at the assigned dealership.Establish a comprehensive aftersales training framework covering technical skills, customer service standards, warranty policies, sales communication techniques and workplace safety procedures. Implement technician competency levels, certification programmes and skills assessments to support talent development and succession planning.Foster a positive and productive team environment at the assigned dealership. Participate in recruitment, employee transfers and performance discussions, implement appropriate recognition and disciplinary measures, and support the retention of experienced Technicians and Service Advisors.Quality Assurance, Workplace Health and Safety, and ComplianceImplement a three-stage quality inspection process to maintain repair standards and minimise rework. Ensure proper maintenance and retention of service records, repair orders, warranty documentation and other required records in accordance with applicable regulations.Oversee Workplace Health and Safety (WHS) within aftersales workshops, including electrical safety, vehicle lifting equipment, storage and handling of hazardous substances (such as paints, engine oils and cleaning chemicals), fire safety, and waste management. Conduct regular safety inspections, ensure compliance with relevant Australian WHS and environmental requirements, and minimise workplace incidents.Internal Coordination and External Stakeholder ManagementInternal Coordination: Collaborate with Sales, Marketing, Finance and Insurance departments to support new vehicle servicing, first scheduled service bookings, accident repair referrals and financial reconciliations.External Stakeholder Management: Maintain effective relationships with manufacturer regional aftersales managers and technical representatives, insurance providers, third-party roadside assistance providers, external service contractors and relevant regulatory authorities.Reporting and Performance AnalysisPrepare regular group-wide aftersales business performance reports, as well as daily, weekly and monthly operational reports for the assigned dealership. Reports should include service revenue, gross profit, workshop visits, parts inventory, customer satisfaction, complaints and other relevant performance indicators.Report aftersales business performance, operational risks and improvement plans to the General Manager. Provide recommendations and business optimisation strategies to improve operational efficiency, customer satisfaction and profitability.Qualifications & ExperienceMinimum 4–5 years of experience in automotive aftersales management or leadership role.Proven experience in dealership service operations, workshop management, parts inventory and financial performance.Strong knowledge of automotive service processes, warranty claims, manufacturer standards and Dealer Management Systems (DMS).Demonstrated ability to manage budgets, control costs and achieve operational and financial targets.Excellent leadership, communication and problem-solving skills, with the ability to manage and develop teams across multiple locations.Strong customer service skills and knowledge of Australian Workplace Health and Safety (WHS) requirements.Relevant qualifications in Automotive Technology, Business Management or a related field will be highly regarded.A valid Australian driver's licence is required.Applicants must have valid Australian work rights.Mandarin language ability will be highly regarded.

Benefits

Lead the EV revolution in a fast-growing, innovative brand.Supportive, forward-thinking team with a shared green mission.Free parking & prime location near public transport.Free coffee, snacks, and vibrant workspace.Exclusive staff discounts on Zeekr vehicles.Career growth opportunities in the booming sustainable transport sector.Pre-Employment Requirements:The successful candidate will be required to undergo a background check, including a National Police Check, prior to commencing employment.APPLY NOW!We look forward to hearing from you and reviewing your application.