The Role
Lead and manage nationwide aftersales operations (service, parts, warranty) to drive profitability, workshop productivity, customer satisfaction, and revenue growth. Oversee multi-location workshops, enforce OEM standards and HSE, manage parts inventory and warranty claims, implement cost controls, mentor service teams, and report performance while developing aftersales growth strategies and loyalty programs.
Summary Generated by Built In
Job Summary:
The GM 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.
• Analyze 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
- Opportunity to work
in a fast-paced and dynamic environment
Skills Required
- Bachelor's degree in Mechanical/Automotive Engineering, Business Administration, or related field.
- 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.
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The Company
What We Do
CIG Motors is an original equipment manufacturer (OEM) and the exclusive representative and distributor for leading Chinese automotive brands in Nigeria, offering a wide range of automobiles.
