Service Manager

Job description Job Title: Service Manager Company: Sardar Trading Agencies- Jaguar Land Rover Dealer Location: Erbil Overall Objective of the Job: Lead and manage branch Service operations to deliver the approved annual business plan, profitability, customer experience, repair quality and operating-performance objectives. Ensure consistent JLR processes, workshop safety, technical and warranty controls, team capability and compliance across the assigned Service operation. 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