Job description

Position Summary

The Workshop Manager is responsible for leading end-to-end workshop operations within the Aftersales function, ensuring service excellence, technical quality, productivity, and profitability across all repair and maintenance activities.

The role acts as the operational backbone of the service center, driving labour utilisation, efficiency, and revenue performance while ensuring full compliance with OEM standards and dealership KPIs. The Workshop Manager directly impacts customer satisfaction (NPS/CSI), Fix-Right-First-Time (FRFT) performance, warranty governance, and overall aftersales commercial success.

By leading workshop teams, controlling operational costs, and ensuring high-quality service delivery, the role plays a critical part in maintaining dealership reputation and achieving sustainable business growth.

Key Responsibilities

Workshop Operations & Productivity

• Lead daily workshop operations to achieve labour sales, productivity, efficiency, and utilisation targets aligned with brand KPIs

• Manage workload distribution, bay allocation, technician capacity, and job progression to maximise throughput and minimise vehicle turnaround time

• Drive Fix-Right-First-Time (FRFT) performance and reduce repeat repairs and comebacks through strong technical governance

• Ensure adherence to OEM repair standards, service bulletins, diagnostic procedures, and workshop processes

• Monitor work-in-progress (WIP) and control ageing Repair Orders to ensure timely completion and revenue realisation

Financial & Commercial Performance

• Deliver workshop revenue, labour sales, and gross profit targets across mechanical, electrical, body & paint, and accessory operations

• Drive revenue growth through Vehicle Health Checks (VHC), menu pricing, and upselling opportunities via Service Advisors

• Control operational costs including consumables, overtime, sublet expenses, and warranty rework within approved budgets

• Analyse financial performance and implement corrective actions to improve profitability and cost efficiency

Customer Experience & Service Quality

• Champion customer satisfaction (CSI / NPS) by ensuring on-time delivery, quality repairs, and transparent communication

• Handle escalated customer complaints with full ownership and implement root cause corrective actions

• Work closely with Service Advisors to ensure accurate diagnosis, realistic promise times, and clear job approvals

• Ensure consistent service quality and customer experience across all workshop activities

Team Leadership & Development

• Lead, coach, and develop a team of Workshop Supervisors, Foremen, Team Leaders, Technicians, and Apprentices

• Build a high-performance culture focused on productivity, quality, accountability, and continuous improvement

• Manage technician certification, OEM training compliance, and skills development aligned with evolving vehicle technologies including EV/Hybrid

• Drive performance management, succession planning, and Saudization development within the workshop workforce

Warranty, Compliance & HSE

• Oversee warranty processes to ensure accuracy, documentation integrity, and minimisation of warranty debit notes

• Ensure full compliance with HSE standards, environmental regulations, and KSA labour and safety requirements

• Maintain workshop equipment, tools, and Special Service Tools (SSTs) in line with OEM and safety standards

• Ensure audit readiness for OEM, internal, and regulatory inspections

Reporting & Performance Management

• Monitor and report key workshop KPIs including labour hours sold, efficiency, productivity, FRFT, CSI, and gross profit

• Use DMS data (Kerridge, Autoline, SAP, Incadea, or equivalent) to analyse performance trends and identify improvement opportunities

• Prepare and present monthly performance reviews to Aftersales leadership and OEM stakeholders

• Drive continuous improvement initiatives based on data insights and operational performance gaps

Skills

Educational Requirements

• Bachelor’s Degree in Mechanical Engineering, Automotive Engineering, or a related technical discipline

• Advanced OEM certifications or technical leadership training is highly preferred

Experience Requirements

• Minimum 8–10 years of experience in automotive aftersales operations within a franchised dealership environment

• At least 3–5 years of experience in a Workshop Manager or equivalent leadership role

• Proven track record of managing high-volume workshop operations and achieving financial and operational KPIs

• Experience managing large technical teams (15+ technicians) within multi-bay workshop facilities

Technical Skills

• Strong knowledge of OEM diagnostic systems, repair standards, and workshop processes

• Proficiency in Dealer Management Systems (DMS) such as Kerridge, Autoline, SAP, Incadea, or equivalent

• Solid understanding of EV, hybrid systems, ADAS, and modern automotive technologies

• Strong financial and operational analysis capability using workshop KPIs and reporting tools

• Working knowledge of warranty systems, audit processes, and compliance standards