Job Description

The National Workshop Manager is responsible for overseeing the operational efficiency, productivity, and customer service standards of all workshops across the country.
Position Overview
The role ensures uniformity in processes, continuous improvement in workshop performance, and alignment with the company's strategic aftersales objectives.
Specific Role Responsibilities
Operational Leadership

• Oversee and support all regional and dealership workshop operations, nationwide.
• Ensure adherence to OEM and company standards in terms of quality, safety, and productivity.
• Monitor and improve workshop utilization, efficiency, and profitability.
• Set and monitor KPIs for workshop staff and locations.

People Management

• Lead, mentor, and develop workshop managers and technical staff across all sites.
• Work with HR and training teams to ensure effective onboarding, upskilling, and certification of technical personnel.
• Promote a high-performance culture and retain top talent.

Process and Standardization

• Implement and audit standard operating procedures (SOPs) across all workshops.
• Drive consistency in service delivery, workshop layout, tools usage, and repair quality.
• Collaborate with technical and warranty departments to ensure compliance and reduce repeat repairs.

Customer Experience

• Ensure customer satisfaction targets are met or exceeded.
• Drive initiatives to improve turnaround times and service quality.
• Investigate and resolve escalated service-related complaints.

Financial Management

• Manage workshop budgets, forecast labour and parts sales, and control expenses.
• Identify cost-saving opportunities without compromising quality or safety.
• Review and interpret financial reports, identifying areas for improvement.

Reporting and Analysis

• Provide regular performance updates to senior management.
• Analyse workshop performance data and develop action plans for underperforming sites.
• Benchmark best practices and continuously drive innovation in service delivery.

Qualifications and Experience

• Minimum 8-10 years in workshop or aftersales operations, with at least 3-5 years in a senior/national management role.
• Trade certificate or mechanical/technical background required; post-matric qualifications in management or business administration is advantageous.
• Strong knowledge of workshop systems (DMS, scheduling, warranty platforms).
• Proven track record in managing multi-site operations and driving measurable performance improvements.

Skills and Personal Attributes

• Strong leadership and team development skills
• Analytical and results-driven
• Excellent communication and interpersonal abilities
• Strategic thinking with hands-on problem-solving capability
• Customer-focused mindset with a drive for continuous improvement
• Willingness to travel nationally as required