Operations Manager

The Operations Manager – Service will be responsible for managing the daily service operations of XAD's Auto Division. The role will focus on customer intake, service scheduling, job card management, quotation coordination, customer approvals, CRM follow-up, complaint handling, service delivery coordination, invoicing support, and overall service workflow control.

The Operations Manager – Service will act as the main coordination point between customers, the Maintenance Manager, workshop team, admin team, CRM team, procurement, and finance. The role must ensure that customers receive timely updates, jobs are properly tracked, approvals are documented, and service commitments are achieved.

Key Responsibilities

1. Service Operations Management

Manage day-to-day service operations from customer request, appointment scheduling, vehicle/job intake, job card opening, service tracking, and final delivery.

2. Customer Handling & Service Coordination

Ensure customers receive timely updates on inspections, estimates, approvals, repair status, delays, complaints, and delivery timelines.

3. Job Card & Workflow Control

Ensure every job is properly recorded, tracked, updated, approved, completed, closed, and handed over with full documentation.

4. Coordination with Maintenance Team

Coordinate with the Maintenance Manager and Maintenance Supervisor for inspection updates, diagnosis, parts requirements, repair timelines, technical issues, and completion status.

5. Estimate & Approval Follow-up

Ensure estimates are prepared accurately, shared with customers on time, followed up properly, and approved before work execution.

6. CRM & Customer Retention

Maintain proper CRM records for leads, customer history, complaints, follow-ups, service reminders, and repeat business opportunities.

7. Complaint Resolution

Manage customer complaints professionally, coordinate corrective actions, and escalate critical issues to the Manager – Auto Division.

8. Billing & Documentation Support

Coordinate with admin and finance for invoices, customer approvals, delivery notes, payment status, and billing clearance before job release.

9. Service Performance Monitoring

Track service volumes, pending jobs, delayed jobs, customer approvals, completed jobs, lost opportunities, complaints, and revenue pipeline.

10. Reporting & Escalation

Submit regular reports to the Manager – Auto Division on daily operations, service status, pending approvals, customer issues, billing status, and key bottlenecks.

Required Experience

• 5+ years of experience in automotive service operations, service advisory, customer service management, workshop coordination, or fleet service operations.
• Minimum 2 years in a supervisory or operations coordination role.
• UAE automotive service or workshop experience preferred.
• Strong experience in customer handling, job cards, service estimates, approval follow-ups, complaint resolution, and service delivery.
• Good understanding of workshop workflow, repair timelines, spare parts coordination, invoicing, and CRM discipline.
• Experience dealing with retail customers, corporate customers, fleet customers, technicians, suppliers, and internal support departments.

Qualification

• Bachelor's Degree or Diploma in Business Administration, Automotive Service Management, Mechanical Engineering, Operations Management, or related discipline preferred.
• Technical automotive qualification will be an advantage.
• Candidates with strong service operations experience and customer handling capability may also be considered.

Key Skills & Competencies

Area

Requirement

Service Operations

Strong understanding of customer intake, job cards, estimates, approvals, workflow tracking, and delivery control

Customer Management

Ability to communicate clearly with customers and manage expectations professionally

CRM Discipline

Ability to maintain accurate customer records, follow-ups, service history, and complaint logs

Coordination

Ability to coordinate between service desk, maintenance team, admin, procurement, and finance

Documentation

Strong control over job cards, quotations, approvals, invoices, delivery notes, and customer sign-offs

Problem Solving

Ability to resolve service delays, customer complaints, approval issues, and operational bottlenecks

Reporting

Ability to prepare daily and weekly service reports, pending job reports, and escalation summaries

Commercial Awareness

Understanding of service revenue, estimate conversion, billing, payment clearance, and customer retention

Time Management

Ability to manage multiple jobs, priorities, customer commitments, and delivery deadlines

Key Performance Indicators

KPI Area

Measurement

Service Volume

Number of customer requests, job cards opened, and jobs completed

Job Card Accuracy

Job cards opened, updated, and closed with complete documentation

Customer Updates

Active customers updated within agreed service timeline

Estimate Conversion

Percentage of estimates converted into approved jobs

Approval Follow-up

Pending customer approvals followed up and tracked daily

Job Turnaround

Jobs delivered within committed timeline

Complaint Handling

Customer complaints closed within agreed timeline

CRM Accuracy

Customer records, service history, and follow-ups updated properly

Billing Support

Completed jobs submitted for invoicing without documentation gaps

Reporting Discipline

Daily / weekly service reports submitted on time

Role Boundary

The Operations Manager – Service is responsible for managing the service workflow, customer coordination, CRM discipline, job tracking, estimate follow-up, complaint handling, and billing coordination.

The role is not responsible for personally performing technical diagnosis or repairs. Technical execution remains with the Maintenance Manager, Maintenance Supervisor, and technicians. However, the Operations Manager – Service must maintain strong coordination with the maintenance team to ensure that customer commitments, repair timelines, and service delivery standards are met.

Preferred Candidate Profile

The ideal candidate should be a customer-focused automotive service professional with strong coordination ability, service discipline, CRM knowledge, and practical understanding of workshop operations.

He should be able to manage customers professionally, control job flow, follow up approvals, coordinate with the workshop, reduce service delays, and ensure that every job moves from customer request to invoice closure in a disciplined manner.

The candidate should not be only a receptionist or customer service agent. The role requires someone who can manage service operations as a controlled business process.

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