Job description:
Job Title: Service ManagerCompany: Sardar Trading Agencies- Jaguar Land Rover DealerLocation: Erbil
Overall Objective of the Job:
Tasks and Responsibilities:
• Lead and manage the Service Department and remain responsible for branch Service performance.
• Prepare branch inputs for the annual JLR and STA business plans and deliver 100% of the approved Service business plan.
• Review Service KPI dashboards and recency, frequency and monetary indicators for customers and vehicles; identify gaps and implement corrective actions.
• Set and continuously review performance objectives, incentive schemes and operating priorities.
• Lead succession planning, talent development, recruitment and manpower planning.
• Manage Service SOPs and ensure consistent implementation.
• Monitor commercial risks and lead major-incident reporting, analysis and corrective action.
• Manage Service profit and loss, cost control and gross-margin performance.
• Review monthly financial closing with Finance, including warranty accruals, debtors and Service and Parts gross margins.
• Monitor labour efficiency, productivity, utilisation, idle time, overtime and the mix of internal, retail and warranty work.
• Review labour rates and Service pricing and submit recommendations through the approved process.
• Plan workshop equipment and tooling investment and ensure equipment calibration.
• Approve Service-related credit notes within delegated authority.
• Support planning for new Service facilities and related operational requirements.
• Monitor work in progress, turnaround times, workshop loading, appointment scheduling and twelve-month capacity forecasts.
• Monitor booking and Online Service Booking performance and implement corrective actions.
• Monitor lost and neglected Service opportunities, recovery rates and corrective plans.
• Ensure compliant and efficient vehicle check-in and check-out processes.
• Ensure JLR workflow is followed, job cards contain accurate write-ups and related documentation is properly archived.
• Lead workshop quality control and diagnostic quality monitoring.
• Monitor right-first-time-fix and repeat-repair performance and ensure corrective actions.
• Manage special tools and technical-bulletin implementation.
• Manage Medallia responses and Net Promoter Score target achievement.
• Resolve escalated customer complaints and oversee customer recovery actions.
• Audit customer-communication quality and implement corrective actions.
• Monitor Service retention and support retention-campaign planning with Marketing.
• Manage the Service Loyalty Programme and Customer Mobility Programme.
• Coordinate roadside assistance and monitor recovery rates.
• Manage mystery-shopper compliance and corrective actions.
• Track mandatory JLR IBB tasks, exemptions, evidence and monthly deadlines.
• Monitor REP performance, MENA ranking, targets and corrective actions.
• Ensure compliance with any enforced Retailer Development Programme.
• Manage DSAT and ASAP compliance and monitor Service Advisor Award requirements.
• Prepare for Sardar Group audits, participate in reviews and complete corrective actions.
• Support Quarterly Operations Reviews with JLR and maintain required evidence.
• Ensure Service Experience Framework compliance.
• Analyse warranty rejections and warranty spend per vehicle and ensure corrective action.
• Manage goodwill approvals within delegated authority.
• Support warranty audit preparation and responses as requested.
• Monitor warranty claim submission and coding accuracy.
• Ensure warranty-parts return and scrapping compliance.
• Provide input to warranty-invalidation decisions through the approved authority.
• Manage extended-warranty prospecting and Sales target achievement.
• Manage TOPIx access and control recalls, UPS campaigns, technical bulletins and case escalations.
• Monitor JLR Technical Escalation KPIs and diagnostic quality.
• Ensure authorised diagnostic processes and technical bulletins are implemented.
• Ensure EV charger maintenance, EV safety and battery-handling compliance.
• Coordinate escalated Body and Paint cases and ensure Body and Paint Standards compliance.
• Coordinate JLR Learning Academy requirements with the responsible country function.
• Ensure EV, Service and technical certification compliance.
• Coordinate in-house training, overseas nominations and annual training-needs analysis.
• Maintain the competency matrix and individual talent-development plans.
• Coach the Service team and address identified performance or capability gaps.
• Manage CRM data quality based on accurate and timely input from Service Advisors.
• Monitor electronic Vehicle Health Check compliance and coordinate the operational relationship with CitNOW.
• Provide accurate inputs for JLR monthly reports due on the second day, including eVHC data, Parts stock, repeat visits, Aftersales data by location, Courtesy vehicle log and volume calculation, I86 and roadside-assistance reports.
• Maintain accurate dashboards, evidence and supporting performance records.
• Monitor Courtesy fleet condition, utilisation, PVI status and traffic fines.
• Manage Courtesy vehicle damage claims and supporting records.
• Plan Courtesy vehicle replacement and defleet activity.
• Update the Courtesy Vehicles Tool by the fifth day of each month, including utilisation, additions, defleet activity and the remaining fiscal-year plan.
• Ensure Courtesy vehicle logs and reports are accurate and complete.
• Lead workshop HSE inspections, EV safety compliance, emergency preparedness and risk assessments.
• Monitor workshop housekeeping, personal protective equipment compliance and hazardous-waste management.
• Ensure safety, facility and environmental findings are corrected and documented.
• Work with Marketing on Service activities based on business needs and provide input on approved expenditure.
• Protect customer, employee, technical and commercial information and use only authorised systems and access rights.
• Obtain required approval before contractual, financial, commercial or policy commitments and operate within the approved delegation of authority.
• Perform other related duties within the role's competence, training and authorised scope.
Job Requirements:
Mandatory professional, driving or technical credentials must be verified before assignment.
6-8 years of relevant automotive Service or Aftersales experience, including demonstrated workshop or Service team leadership.
