IQAutoJobs

Branch Service Manager

Company: Jameel Motors Iraq

Location: Baghdad

Type: FT

Job Overview

JOB OVERVIEW

The Branch Service Manager is a key leadership role responsible for driving and overseeing all after-sales service operations within a specific branch in Iraq. This position plays a pivotal role in achieving ambitious service targets, ensuring exceptional customer satisfaction, and optimizing workshop efficiency and repair quality. The Branch Service Manager reports directly to the Branch Manager for overall branch alignment and functionally to the Service General Manager at NSC for service strategy and performance guidance.

KEY RESPONSIBILITIES

After-Sales Service Performance and Target Achievement:

  • Drive and manage the achievement of ambitious after-sales service targets for the branch, including service volume, revenue generation, customer retention rates, and high Customer Satisfaction Index (CSI) scores.

  • Implement service strategies, quality standards, and operational guidelines provided by the NSC Service General Manager.

  • Monitor daily, weekly, and monthly service performance, workshop utilization, technician productivity, and repair quality metrics, taking proactive measures to optimize results and meet goals.

Service Team Leadership and Management:

  • Lead, motivate, coach, and develop the entire branch service team, including Service Advisors and Technicians.

  • Set clear individual and team performance objectives, conduct regular performance reviews, provide constructive feedback, and identify technical and non-technical training needs in collaboration with NSC Training GMs.

  • Foster a high-performance, customer-centric, and ethical service culture within the branch, promoting teamwork, safety, and continuous professional development.

Customer Satisfaction and Relationship Management:

  • Ensure the service team delivers exceptional customer service and embodies the highest level of hospitality throughout every stage of the service journey, from initial reception to vehicle handover.

  • Oversee service reception processes, transparent communication during repairs, and efficient vehicle delivery to maximize customer satisfaction and build lasting relationships.

  • Handle escalated customer complaints related to service issues, ensuring timely, effective, and empathetic resolution to retain customer loyalty.

Workshop Operations and Quality Control:

  • Oversee the efficient and productive operation of the service workshop, including job scheduling, optimized service bay utilization, and workflow management.

  • Ensure all repairs, maintenance, and diagnostic work are performed to the highest quality standards and strictly adhere to OEM technical specifications and procedures.

  • Implement and monitor rigorous quality control checks for all service work performed, minimizing comebacks and ensuring customer safety.

  • Manage and maintain workshop tools, specialized equipment, and overall cleanliness and organization of the service facility.

Parts and Warranty Coordination:

  • Coordinate closely with the Branch Parts Supervisor to ensure timely availability and efficient supply of genuine parts required for all service jobs.

  • Oversee branch-level warranty processes to ensure accurate claim documentation and adherence to OEM warranty policies.

Local Market and Competitor Analysis (Service):

  • Gather critical local market intelligence related to after-sales service trends, evolving customer needs, competitive service offerings, and pricing strategies within the branch's specific city or region.

  • Provide valuable feedback on service package competitiveness and promotional needs to the NSC Service General Manager and After-sales Marketing Senior Specialist.

Process Adherence and System Utilization:

  • Ensure strict adherence to all company service processes, operational policies, and safety guidelines by the entire branch service team.

  • Oversee the accurate, consistent, and comprehensive utilization of the DMS for service scheduling, repair order management, customer history tracking, and service reporting.

Reporting and Communication:

  • Report directly to the Branch Manager on overall branch service performance, team productivity, and local market dynamics.

  • Functionally report to the Service General Manager at NSC on service results, CSI scores, workshop KPIs (e.g., utilization, technician efficiency), implementation of NSC service strategies, and market feedback.

  • Provide regular, comprehensive service reports and accurate forecasts as required by both the Branch Manager and the NSC Service General Manager.

Cross-Functional Collaboration:

  • Collaborate closely with the Branch Manager on overall branch commercial and operational objectives.

  • Work effectively with the Branch Sales Manager to ensure seamless customer handover post-sale and promote after-sales services.

  • Liaise with the PDI Manager for efficient new vehicle preparation related to service readiness and customer handover quality.

SKILLS AND COMPETENCIES

  • A bachelor’s degree or higher qualification.

  • A minimum of six years of experience in a managerial role overseeing an after-sales or service center.

  • English & Arabic

  • Proven ability to lead, motivate, coach, and manage a service team (Service Advisors, Technicians) to achieve ambitious targets and high-quality outcomes consistently.

  • Expertise in optimizing workshop efficiency, technician productivity, managing service bay utilization, and streamlining repair processes.

  • Strong commitment to delivering exceptional customer service, achieving high CSI scores, and fostering strong customer loyalty.

  • Solid understanding of vehicle systems, repair methodologies, diagnostic procedures, and factory service standards (sufficient to effectively manage a technical service team).

  • Familiarity with OEM warranty policies and strong coordination skills for ensuring timely parts availability for service jobs.

  • Strong analytical skills to identify service challenges, diagnose operational bottlenecks, and implement effective, data-driven solutions.

  • Understanding of local customer expectations, service etiquette, and cultural nuances in Iraq.

  • Highly driven to achieve service targets, consistently taking initiative, and driving service excellence through proactive leadership and continuous improvement.

Benefits

  • Social Security
  • Annual Leave
  • Sick Leave
  • Continuous Learning
  • Health Insurance
  • Career Development


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