Service Center Manager | Mercedes-Benz

Job PurposeResponsible 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 ManagementDefine the vision and strategic objectives of the service center in alignment with company and manufacturer standardsDevelop and monitor service KPIs, evaluation criteria, and performance metrics to drive operational excellenceRegularly review objectives, implementing corrective measures to ensure business targets are metOversee service capacity planning, resource allocation, and workflow optimization to maximize efficiencyCustomer Experience & Quality AssuranceDesign and continuously improve the customer journey across all service touchpoints, ensuring seamless experiencesMonitor and enforce adherence to manufacturer quality standards in repairs, processes, and customer handlingEstablish and maintain an open culture for collecting, analyzing, and acting on customer feedbackLead initiatives to enhance customer retention, satisfaction, and loyaltyCollaborate with sales teams to manage complaints effectively and ensure timely resolutionOperational Excellence & ComplianceEnsure the service center is equipped with updated tools, diagnostic systems, and work equipment as per manufacturer requirementsDrive the implementation of efficient processes across service and logistics, minimizing downtime and costsEnsure compliance with Egyptian labor law, environmental regulations, health & safety, and fire protection standardsConduct regular safety drills, employee briefings, and audits to maintain a safe workplacePeople Management & DevelopmentLead, mentor, and evaluate service and logistics managerial staff to achieve departmental goalsPlan and manage manpower requirements with alignment with the human capital department, including recruitment, selection, and onboarding of service staffDevelop training and career development programs for service advisors, technicians, and support staff in line with manufacturer certificationsBuild a culture of accountability, teamwork, and continuous improvementFinancial & Business PerformanceDevelop and manage the service center's annual budget, controlling costs while achieving revenue and profitability targetsMonitor service sales performance, workshop productivity, and parts utilization to maximize profitabilityIdentify business opportunities to increase workshop throughput, upselling, and cross-selling servicesRequirementsBachelor's degree in mechanical engineering or equivalent8-10 years of experience in automotive industry with 3 years' experience in managerial roleStrong knowledge of automotive workshop operations, service processes, and manufacturer standardsProven leadership and people management skillsStrong financial and analytical abilitiesExcellent communication and customer service orientation