HEAD OF AFTERSALES
Job Summary:<\/b>
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The Head of Aftersales Workshop is responsible for the overall management, \nprofitability, and performance of the VI\u2019s aftersales business \u2014 encompassing service, \nparts, warranty, and customer support. The role ensures that all workshops operate \nefficiently, deliver exceptional customer satisfaction, and achieve or exceed the monthly \nrevenue target.
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This position requires a strong balance of technical expertise, commercial acumen, \nand leadership to drive workshop productivity, optimize service quality, and enhance the \ncompany\u2019s reputation for reliable aftersales support across Nigeria.
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Key Responsibilities:<\/b>
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Business & Financial Performance <\/b>
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<\/b>\u2022 Develop and execute strategies to achieve and exceed the monthly revenue target from aftersales operations (service, parts, and body shop).
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\u2022 Monitor workshop profitability by analysing cost structures, margins, and \noperational efficiency.
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\u2022 Prepare and present detailed financial reports, forecasts, and performance metrics \nto the Executive Director.
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\u2022 Implement cost\-control measures while maintaining service quality and customer \nsatisfaction. <\/b>
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Workshop Operations Management <\/b>
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<\/b>\u2022 Oversee daily operations across all CIG Motors service centres and workshops \nnationwide.
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\u2022 Ensure adherence to manufacturer standards, diagnostic procedures, and repair \nquality.
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\u2022 Optimize technician productivity, workshop capacity utilization, and turnaround \ntime (TAT).
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\u2022 Enforce strict compliance with health, safety, and environmental (HSE) standards.
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\u2022 Supervise warranty claim management, ensuring timely submission and recovery \nfrom OEMs. <\/b>
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Customer Service & Experience <\/b>
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<\/b>\u2022 Drive customer satisfaction initiatives and ensure Customer Satisfaction Index \n(CSI) and First\-Time Fix Rate (FTFR) targets are achieved.
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\u2022 Address escalated customer complaints promptly and professionally.
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\u2022 Develop loyalty programs and service campaigns to retain customers and drive \nrepeat business.
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\u2022 Coordinate free service campaigns, recall management, and customer service \nclinics.
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People & Performance Management<\/b>
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<\/b>\u2022 Lead, mentor, and motivate a team of service managers, technicians, and support \nstaff.
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\u2022 Implement performance management systems to ensure high productivity and \naccountability.
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\u2022 Identify training needs and coordinate continuous technical and soft\-skill \ndevelopment.
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\u2022 Promote teamwork, discipline, and a culture of operational excellence. <\/b>
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Parts & Inventory Management <\/b>
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<\/b>\u2022 Work closely with the Parts Department to ensure adequate availability of fast\nmoving and critical parts.
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\u2022 Monitor stock levels, order cycles, and supply\-chain efficiency to minimize \ndowntime.
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\u2022 Analyse parts sales trends and coordinate marketing efforts to increase parts \nturnover. <\/b>
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Strategic & Operational Reporting <\/b>
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<\/b>\u2022 Provide the Executive Director with regular updates on workshop performance, \ncustomer feedback, and operational challenges.
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\u2022 Propose business development opportunities \u2014 including fleet maintenance \ncontracts, extended service plans, and corporate service partnerships.
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\u2022 Support the Executive Director in developing long\-term aftersales growth strategies \nand national network expansion plans. \nKey Performance Indicators (KPIs) <\/span>
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Requirements<\/h3>
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Requirements<\/h3>
<\/div>\u2022 Bachelor\u2019s degree in Mechanical/Automotive Engineering, Business \nAdministration, or related field.
<\/div>\u2022 Minimum of 10\u201315 years experience in automotive aftersales/service \nmanagement, including at least 5 years in a senior leadership role.
<\/div>\u2022 Strong understanding of vehicle diagnostics, OEM service standards, and \nworkshop management systems.
<\/div>\u2022 Proven ability to manage multi\-location workshops and deliver consistent revenue \ngrowth.
<\/div>\u2022 Excellent financial acumen, reporting, and analytical skills.
<\/div>\u2022 Strong leadership, communication, and stakeholder management abilities.
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Benefits<\/h3>- Competitive\n Salary<\/span><\/span><\/span>
<\/li>- 13th Month\n Allowance<\/span>
<\/li>- Leave\n Allowance<\/span>
<\/li>- Monthly Performance\n Bonus<\/span>
<\/li>- Retirement Savings<\/span>
<\/li>- Medical Coverage <\/span><\/li>
- Opportunity to work\n in a fast\-paced and dynamic environment
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\u2022 Bachelor\u2019s degree in Mechanical/Automotive Engineering, Business \nAdministration, or related field.
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\u2022 Minimum of 10\u201315 years experience in automotive aftersales/service \nmanagement, including at least 5 years in a senior leadership role.
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\u2022 Strong understanding of vehicle diagnostics, OEM service standards, and \nworkshop management systems.
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\u2022 Proven ability to manage multi\-location workshops and deliver consistent revenue \ngrowth.
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\u2022 Excellent financial acumen, reporting, and analytical skills.
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\u2022 Strong leadership, communication, and stakeholder management abilities.
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Benefits<\/h3>
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Benefits<\/h3>- Competitive\n Salary<\/span><\/span><\/span>
<\/li>- 13th Month\n Allowance<\/span>
<\/li>- Leave\n Allowance<\/span>
<\/li>- Monthly Performance\n Bonus<\/span>
<\/li>- Retirement Savings<\/span>
<\/li>- Medical Coverage <\/span><\/li>
- Opportunity to work\n in a fast\-paced and dynamic environment
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