Assistant Service Manager

About the Client

Our client is a well-established Sri Lankan company specializing in consumer electronics and home appliances. With over four decades of industry experience, the company represents leading global brands and is known for delivering reliable, high-quality products and exceptional customer service.

Key Responsibilities

• Oversee daily service operations to ensure smooth functioning of the service center and workshops.
• Supervise, guide, and support service advisors, technicians, and workshop staff to maintain high performance and service quality.
• Ensure timely, efficient, and professional handling of customer service requests, complaints, and escalations.
• Implement and monitor standard operating procedures (SOPs) to uphold service quality, safety, and compliance with company guidelines.
• Coordinate with the technical team to diagnose complex issues and ensure accurate, timely resolutions.
• Manage scheduling of repairs, preventive maintenance, and service campaigns to minimize customer downtime.
• Monitor service KPIs (e.g., turnaround time, customer satisfaction, repeat repairs) and implement improvement plans where necessary.
• Collaborate with the parts department to ensure adequate availability of spare parts and accessories.
• Train and develop staff on product knowledge, customer handling, and technical updates related to electric mobility.
• Work closely with senior management to develop after-sales strategies, warranty policies, and customer retention programs.
• Ensure proper documentation and reporting of all service-related activities, audits, and compliance requirements.

Requirements

• Minimum an HND in Engineering / Mechanical / Automobile Technology or equivalent professional qualification.
• Minimum 34 years of experience in service operations within the automobile, electric vehicle, or related industry.
• Strong technical knowledge in automotive service operations, preferably with exposure to EV technology.
• Proven leadership ability with experience in supervising teams and managing workshop operations.
• Customer-oriented mindset with excellent problem-solving and conflict-resolution skills.
• Strong communication and interpersonal skills to interact with customers, staff, and management.
• Ability to work in a fast-paced, dynamic environment and adapt to evolving technologies.
• Proficiency in service management software, MS Office, and reporting tools.

If you are interested, please send your CV to jobs@mindplus.global or apply below.