Service Center Manager | Mercedes-Benz

Job Purpose

Responsible for overseeing the overall operations of the service and workshop functions, ensuring efficient processes, high-quality standards, and superior customer satisfaction. The role involves leading the service team, aligning departmental objectives with corporate strategy, and maintaining compliance with manufacturer requirements and local regulatory standards in Egypt.

Responsibilities:

Strategic & Operational Management

• Define the vision and strategic objectives of the service center in alignment with company and manufacturer standards.
• Develop and monitor service KPIs, evaluation criteria, and performance metrics to drive operational excellence.
• Regularly review objectives, implementing corrective measures to ensure business targets are met.
• Oversee service capacity planning, resource allocation, and workflow optimization to maximize efficiency.

Customer Experience & Quality Assurance

• Design and continuously improve the customer journey across all service touchpoints, ensuring seamless experiences.
• Monitor and enforce adherence to manufacturer quality standards in repairs, processes, and customer handling.
• Establish and maintain an open culture for collecting, analyzing, and acting on customer feedback.
• Lead initiatives to enhance customer retention, satisfaction, and loyalty.
• Collaborate with sales teams to manage complaints effectively and ensure timely resolution.

Operational Excellence & Compliance

• Ensure the service center is equipped with updated tools, diagnostic systems, and work equipment as per manufacturer requirements.
• Drive the implementation of efficient processes across service and logistics, minimizing downtime and costs.
• Ensure compliance with Egyptian labor law, environmental regulations, health & safety, and fire protection standards.
• Conduct regular safety drills, employee briefings, and audits to maintain a safe workplace.

People Management & Development

• Lead, mentor, and evaluate service and logistics managerial staff to achieve departmental goals.
• Plan and manage manpower requirements with alignment with the human capital department, including recruitment, selection, and onboarding of service staff.
• Develop training and career development programs for service advisors, technicians, and support staff in line with manufacturer certifications.
• Build a culture of accountability, teamwork, and continuous improvement.

Financial & Business Performance

• Develop and manage the service center’s annual budget, controlling costs while achieving revenue and profitability targets.
• Monitor service sales performance, workshop productivity, and parts utilization to maximize profitability.
• Identify business opportunities to increase workshop throughput, upselling, and cross-selling services.

• Bachelor’s degree in mechanical engineering or equivalent.
• 8-10 years of experience in automotive industry with 3 years’ experience in managerial role.
• Strong knowledge of automotive workshop operations, service processes, and manufacturer standards.
• Proven leadership and people management skills.
• Strong financial and analytical abilities.
• Excellent communication and customer service orientation.