Job Summary:

The Head of Aftersales Workshop is responsible for the overall management, profitability, and performance of the VI’s aftersales business — encompassing service, parts, warranty, and customer support. The role ensures that all workshops operate efficiently, deliver exceptional customer satisfaction, and achieve or exceed the monthly revenue target. This position requires a strong balance of technical expertise, commercial acumen, and leadership to drive workshop productivity, optimize service quality, and enhance the company’s reputation for reliable aftersales support across Nigeria.

Key Responsibilities:

Business & Financial Performance

• Develop and execute strategies to achieve and exceed the monthly revenue target from aftersales operations (service, parts, and body shop).
• Monitor workshop profitability by analysing cost structures, margins, and operational efficiency.
• Prepare and present detailed financial reports, forecasts, and performance metrics to the Executive Director.
• Implement cost-control measures while maintaining service quality and customer satisfaction.

Workshop Operations Management

• Oversee daily operations across all CIG Motors service centres and workshops nationwide.
• Ensure adherence to manufacturer standards, diagnostic procedures, and repair quality.
• Optimize technician productivity, workshop capacity utilization, and turnaround time (TAT).
• Enforce strict compliance with health, safety, and environmental (HSE) standards.
• Supervise warranty claim management, ensuring timely submission and recovery from OEMs.

Customer Service & Experience

• Drive customer satisfaction initiatives and ensure Customer Satisfaction Index (CSI) and First-Time Fix Rate (FTFR) targets are achieved.
• Address escalated customer complaints promptly and professionally.
• Develop loyalty programs and service campaigns to retain customers and drive repeat business.
• Coordinate free service campaigns, recall management, and customer service clinics.

People & Performance Management

• Lead, mentor, and motivate a team of service managers, technicians, and support staff.
• Implement performance management systems to ensure high productivity and accountability.
• Identify training needs and coordinate continuous technical and soft-skill development.
• Promote teamwork, discipline, and a culture of operational excellence.

Parts & Inventory Management

• Work closely with the Parts Department to ensure adequate availability of fast-moving and critical parts.
• Monitor stock levels, order cycles, and supply-chain efficiency to minimize downtime.
• Analyse parts sales trends and coordinate marketing efforts to increase parts turnover.

Strategic & Operational Reporting

• Provide the Executive Director with regular updates on workshop performance, customer feedback, and operational challenges.
• Propose business development opportunities — including fleet maintenance contracts, extended service plans, and corporate service partnerships.
• Support the Executive Director in developing long-term aftersales growth strategies and national network expansion plans.

Key Performance Indicators (KPIs)

Requirements

• Bachelor’s degree in Mechanical/Automotive Engineering, Business Administration, or related field.
• Minimum of 10–15 years experience in automotive aftersales/service management, including at least 5 years in a senior leadership role.
• Strong understanding of vehicle diagnostics, OEM service standards, and workshop management systems.
• Proven ability to manage multi-location workshops and deliver consistent revenue growth.
• Excellent financial acumen, reporting, and analytical skills.
• Strong leadership, communication, and stakeholder management abilities.

Benefits

• Competitive Salary
• 13th Month Allowance
• Leave Allowance
• Monthly Performance Bonus
• Retirement Savings
• Medical Coverage
• Employee Car Ownership Scheme
• Learning & Development Budget
• Group Life Insurance
• Opportunity to work in a fast-paced and dynamic environment

Disclaimer: This job description has been formatted by AI for readability. Please verify all details with the employer before applying.