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.
