About You (Job Brief)
You will be responsible for managing and driving the overall Aftersales Field Operations across Klang Valley (KV) and Non-Klang Valley (Non-KV) locations. This includes ensuring operational excellence, productivity, and quality across all Aftersales Centers while maintaining alignment with company standards and business objectives.
You will lead the operations team to deliver consistent and high-quality service, optimize resource utilization, and enhance the overall customer experience through efficient process management and continuous improvement.
Your Day-to-Day (Job Description)
- Lead and Oversee Operations:
Manage and supervise daily Aftersales operations across all Field locations (KV & Non-KV) including Service, Body & Paint, and Vehicle Reconditioning Centers.
Ensure smooth coordination, operational consistency, and compliance with Carsome’s SOPs and business policies. - Performance & Productivity Management:
Drive achievement of KPIs including throughput, quality, turnaround time, and cost efficiency across all centers.
Monitor and analyze operational performance to identify gaps and implement corrective actions. - Cost & Resource Optimization:
Manage operating costs within approved budgets while maximizing output and efficiency.
Ensure optimal manpower allocation, tooling, and facility utilization across all sites. - Quality & Standards Compliance:
Ensure all reconditioned and serviced units meet Carsome Certified Quality Standards.
Implement audit and inspection mechanisms to maintain operational quality and safety compliance. - Team Leadership & Development:
Lead, coach, and motivate Service Managers, Supervisors, and Technicians to achieve business goals.
Foster a performance-driven culture emphasizing teamwork, accountability, and continuous improvement. - Cross-Functional Collaboration:
Work closely with Quality & Partnership, CARSOME Certified Lab, Sparepart and Customer Experience teams to ensure end-to-end process efficiency and customer satisfaction. - Operational Planning & Execution:
Support business expansion and operational readiness for new site setups, relocations, and upgrades.
Lead process improvement projects to enhance throughput, reduce cost, and improve turnaround time. - Customer & Business Interface:
Collaborate with B2C, Retail, and Warranty teams to gather feedback, resolve field issues, and ensure aftersales service excellence. - Reporting & Insights:
Provide timely and accurate operational reports to management, highlighting performance, risks, and improvement plans. - Safety, Compliance & 5S:
Ensure all sites comply with regulatory requirements, safety standards, and 5S housekeeping practices.
Your Know-How (Job Requirements)
- Bachelor’s Degree in Automotive Engineering, Mechanical Engineering, or related technical discipline.
- Minimum 7 years of experience in Automotive Aftersales Operations, with at least 3 years in a managerial or multi-site leadership role (Body & Paint / Service / Reconditioning).
- Strong knowledge of automotive aftersales processes, workshop operations, and quality assurance standards.
- Visionary and strategic leadership in managing multi-location operations.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Proven ability in project management, cost control, and operational optimization.
- Excellent interpersonal, stakeholder management, and negotiation skills.
- High adaptability and agility in managing dynamic, fast-paced operations.
- Willingness to travel across Malaysia to oversee regional sites.
- Strong commitment to operational excellence and team development.