Technical Manager

Position Overview

The Technical Manager & Workshop Supervisor is responsible for overseeing all technical operations and workshop activities, ensuring high-quality service delivery and compliance with manufacturer standards. This role combines leadership of the technical team with direct supervision of daily workshop operations, supporting both customer satisfaction and business performance.

Key Responsibilities

1. Technical Leadership

2. Lead and manage the technical team, providing guidance, mentoring, and ongoing training to improve technical expertise and productivity.

3. Diagnose complex vehicle issues and provide technical support to technicians when needed.
4. Ensure all repair and service work meets manufacturer standards, warranty requirements, and safety regulations.
5. Stay updated on the latest automotive technologies, diagnostic tools, and manufacturer bulletins.

6. Develop and implement technical processes and standard operating procedures (SOPs).

7. Workshop Supervision

8. Supervise daily workshop activities, including job allocation, technician scheduling, and workflow management.

9. Monitor productivity and efficiency, ensuring optimal use of workshop resources.
10. Oversee vehicle pre-delivery inspections (PDI) and accessories installations, ensuring quality and timeliness.
11. Maintain a safe, clean, and organized workshop environment in compliance with health and safety standards.

12. Manage workshop tools, equipment, and inventory to ensure availability and proper maintenance.

13. Quality & Customer Service

14. Monitor repair quality and conduct final inspections before vehicle delivery to customers.

15. Handle escalated technical issues and complaints, providing professional solutions to ensure customer satisfaction.
16. Work closely with the Service Advisor team to improve customer communication and service turnaround times.

17. Implement quality control systems to reduce repeat repairs and warranty claims.

18. Business & Performance Management

19. Track and report key performance indicators (KPIs), including productivity, efficiency, warranty claim ratios, and customer satisfaction scores.

20. Develop plans to increase workshop profitability and reduce operational costs.
21. Collaborate with the sales and after-sales teams to support business growth initiatives.
22. Assist in budgeting and forecasting for the service department.

Requirements

Education & Qualifications:

• Certificate or Diploma in Automotive Technology or related field (Bachelor's degree preferred).
• Relevant automotive technician certifications from OEMs will be highly regarded.

Experience:

• Minimum of 5+ years of experience in automotive workshop management or technical leadership roles.
• Proven track record in leading teams, managing workflows, and achieving high service standards.

Skills & Competencies:

• Strong technical diagnostic and problem-solving skills.
• Excellent leadership, team management, and mentoring abilities.
• Solid understanding of manufacturer standards, warranty processes, and workshop best practices.
• Strong organizational and planning skills with attention to detail.
• Ability to handle pressure and resolve conflicts professionally.
• Good communication skills to liaise with customers, staff, and senior management.

Key Performance Indicators (KPIs)

• Workshop productivity and efficiency rates.
• First-time fix ratio and reduction of repeat repairs.
• Warranty claim accuracy and turnaround time.
• Customer satisfaction scores (CSI).
• Technician training completion rates.
• Workshop profitability and cost control.

Work Conditions

• Based in the dealership's workshop and service center.
• Standard working hours with potential for weekend or evening shifts based on business needs.
• Physical work environment requiring regular interaction with vehicles, tools, and equipment.