Aftersales Manager

The After-Sales Manager leads the after-sales function of G Prime Automotive and is accountable for the ownership experience of every customer once their vehicle is delivered. The role oversees service, repair, body shop, warranty and parts activity however it is delivered, whether through the company's own facilities, external service partners or a combination of both, and ensures every customer receives service that meets the standard of the brand. The job holder sets after-sales standards and service levels, owns the financial performance of the function, acts as the final point of escalation for customers, and leads the after-sales team.

KEY DUTIES & RESPONSIBILITIES

Service Delivery & Operations

• Oversee service, repair, body shop, warranty and parts activity across in-house facilities and external service partners, ensuring one consistent standard whichever model applies.
• Where services are delivered in-house, manage workshop capacity, productivity, turnaround and parts availability.
• Where services are delivered through partners, onboard and manage them with Procurement and Group Legal, and hold them to agreed service levels and tariffs.
• Define and monitor service levels covering booking lead time, repair turnaround, parts lead time, warranty decisions and vehicle quality on return.

Customer Experience & Escalations

• Own the after-sales customer journey from first service booking to vehicle return, and set the standards the team must meet.
• Act as the final point of escalation for complaints, warranty disputes and service failures, and resolve them within agreed timelines.
• Manage the goodwill budget and approve goodwill gestures within delegated authority.

Warranty & Customer Commitments

• Ensure warranty terms are clearly defined, explained consistently at vehicle handover, and honored by the warranty provider.
• Ensure every vehicle sold is registered for warranty and that service history is recorded against each VIN and held by the company.

Financial Performance & Governance

• Prepare the after-sales budget and manage revenue, cost and margin across service, parts and warranty.
• Review job costs, service provider invoices and warranty costs for accuracy before approval within delegated authority.
• Report monthly on volumes, turnaround, warranty cases, complaints, customer satisfaction and service provider performance.
• Review the after-sales operating model as volumes grow and recommend changes to capacity, headcount or service providers.
• Lead, coach and manage the after-sales team, including any workshop, body shop or parts staff as the function grows.
• Establish after-sales processes, standard operating procedures and health and safety standards across all service locations.
• Uphold company values throughout business practices and utilize sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business.

POSITION REQUIREMENTS

Educational Qualifications

• Bachelor's degree in Automotive or Mechanical Engineering, Business Administration, or a related field.
• A diploma in automotive technology combined with substantial management experience will be considered.

Work Experience

• 8 to 12 years of automotive after-sales experience in the UAE or GCC, including a minimum of 3 years in a managerial role at a dealership or distributor.
• Experience running in-house workshop operations and managing external service providers or authorized repairers.
• Experience launching a new brand, or with Chinese automotive brands, is an advantage.

Skills & Personal Attributes

• Sound understanding of workshop, body shop, warranty and parts operations, including productivity measures and cost drivers.
• Contract and service level management, including commercial negotiation.
• Working knowledge of UAE consumer protection requirements relating to vehicle warranty and after-sales service.
• Customer focused and composed in escalations; firm and fair in holding teams and partners to account.
• Strong analytical and reporting skills, with proficiency in dealer management systems and MS Excel.
• Fluency in English; Arabic is an advantage.

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