ASSISTANT MANAGER - SERVICE

1.

Service Operations

• Assist in managing the

daily operations of the commercial truck service department.

• Ensure all repair and

maintenance jobs are completed according to company SOPs.

• Monitor workshop

productivity, efficiency, and technician utilization.

• Coordinate job scheduling

to minimize customer downtime.

• Ensure all jobs are

completed within the promised delivery time.

2.

Technical Support

• Provide technical guidance

to Service Advisors and technicians.

• Assist in troubleshooting

complex mechanical, hydraulic, electrical, pneumatic, and engine problems.

• Review technical reports

before submission to customers or principals.

• Support warranty diagnosis

and claim documentation.

3.

Customer Service

• Handle customer complaints

and provide effective solutions.

• Attend meetings with key

fleet customers.

• Monitor customer

satisfaction and service quality.

• Follow up on overdue

quotations and repair approvals.

4.

Workshop Management

• Ensure proper use and

maintenance of workshop equipment and special tools.

• Maintain a safe working

environment in accordance with company safety policies.

• Monitor workshop

consumables and equipment condition.

5.

Parts Coordination

• Coordinate with the Parts

Department to ensure spare parts availability.

• Monitor urgent parts orders

and backorders.

• Review slow-moving and

critical spare parts inventory.

• Minimize machine downtime

caused by parts shortages.

6.

Warranty Administration

• Ensure warranty claims are

submitted accurately and within the required timeline.

• Verify supporting documents

before submission.

• Liaise with the principal

regarding warranty approvals and technical issues.

7.

Fleet Maintenance Management

• Monitor preventive

maintenance schedules for customer fleets.

• Recommend maintenance

programs to improve vehicle reliability.

• Analyse recurring failures

and implement corrective actions.

• Support long-term service

contracts.

8.

Staff Management

• Supervise Service

Advisors, Supervisors, and technicians.

• Conduct toolbox meetings

regularly.

• Assist in staff

performance evaluations.

• Identify training needs

and arrange technical training.

• Coach and mentor junior

staff.

9.

Business Performance

• Assist in achieving

monthly and annual service and parts sales targets.

• Monitor labour recovery

and workshop profitability.

• Review labour efficiency

and productivity reports.

• Support cost-control

initiatives.

10.

Documentation & Reporting

• Review service reports

and repair quotations.

• Prepare weekly and

monthly operational reports.

• Monitor work-in-progress

(WIP) jobs.

• Ensure all repair records

are updated in the service management system.

11.

Safety & Compliance

• Ensure compliance with

company SOPs and manufacturer standards.

• Monitor adherence to

occupational safety requirements.

• Ensure proper handling and

disposal of waste oil, batteries, and hazardous materials.

• Support internal and

external audits.

12.

Continuous Improvement

• Identify opportunities to

improve workshop efficiency.

• Develop and implement

process improvements.

• Introduce best practices

for commercial truck servicing.

• Support digitalization and

service system enhancements.

Key

Performance Indicators (KPIs)

• Workshop productivity ≥

85%

• Technician efficiency ≥

90%

• First-time fix rate ≥ 90%
• Customer satisfaction ≥

90%

• Warranty claim acceptance

rate ≥ 95%

• On-time job completion ≥

95%

• Monthly service sales

target achievement

• Monthly parts sales target

achievement

• Safety incidents: Zero

Lost Time Injuries (LTI)

• WIP aging within company

target

• Minimize customer vehicle

downtime

Requirements

• Diploma or Degree in Mechanical, Automotive, or Heavy Equipment Engineering (or equivalent).
• Minimum 5–8 years of experience in commercial truck service operations.
• At least 2–3 years of supervisory or management experience.
• Strong knowledge of diesel engines, transmissions, axles, electrical systems, brakes, air systems, hydraulics, and vehicle diagnostics.
• Good leadership, communication, and customer service skills.
• Proficient in-service management systems and Microsoft Office.
• Valid driving licence (commercial licence is an advantage).