Service Head job at NFT Consult

Company Overview:

Our client is a leading player in Uganda’s automotive and mobility sector, with a strong presence in the motorcycle market. The organization specializes in the distribution and retail of motorcycles, genuine spare parts, after-sales services, and local motorcycle assembly, supported by a growing branch and distribution network across Uganda.

Position Summary:

The Service Head will own the after-sales service function across the network, with responsibility for workshop quality, service standards, service initiatives, and the mechanics who deliver them. The role will focus on ensuring efficient workshop operations, high technical standards, customer satisfaction, and continuous improvement across all service locations.

Key Roles and Responsibilities:

• Lead all service operations across branches and own workshop quality and service standards.
• Identify bottlenecks in the service process flow and make necessary changes to increase efficiency and raise customer satisfaction.
• Manage senior mechanics and mechanic teams, driving training, technical capability, discipline, and performance.
• Plan and run service-camp initiatives and after-sales engagement programs.
• Maintain workshop quality, turnaround time, and customer satisfaction, and resolve customer escalations.
• Ensure the overall efficiency of the workshops and effective utilization of workshop resources.
• Establish and monitor service performance standards across branches to ensure consistency in service delivery.
• Monitor workshop productivity, turnaround times, repeat repairs, and service quality, and take corrective action where required.
• Work closely with the Retail & Operations Head and branch teams to identify opportunities to improve after-sales service performance.
• Ensure service teams have the appropriate technical knowledge, tools, equipment, and support required to deliver quality service.
• Ensure proper adherence to service procedures, technical standards, safety practices, and workshop processes.
• Monitor customer feedback and service-related complaints and implement actions to improve the overall customer experience.
• Support initiatives aimed at increasing service retention, repeat visits, and after-sales revenue across the network.

Qualifications and Experience:

• 6–10 years of experience in automotive after-sales / service management, ideally within the two-wheeler industry.
• Proven experience leading workshops and mechanic teams at scale.
• Strong technical grounding, with practical understanding of workshop operations and automotive service processes.
• Strong people-management skills, with the ability to manage, train, motivate, and develop a large mechanic workforce.
• Demonstrated ability to improve workshop efficiency, service quality, turnaround time, and customer satisfaction.
• Strong problem-solving and process-improvement skills, with the ability to identify operational bottlenecks and implement practical solutions.
• Ability to work across a multi-branch service network and maintain consistent service standards.

• Lead all service operations across branches and own workshop quality and service standards.
• Identify bottlenecks in the service process flow and make necessary changes to increase efficiency and raise customer satisfaction.
• Manage senior mechanics and mechanic teams, driving training, technical capability, discipline, and performance.
• Plan and run service-camp initiatives and after-sales engagement programs.
• Maintain workshop quality, turnaround time, and customer satisfaction, and resolve customer escalations.
• Ensure the overall efficiency of the workshops and effective utilization of workshop resources.
• Establish and monitor service performance standards across branches to ensure consistency in service delivery.
• Monitor workshop productivity, turnaround times, repeat repairs, and service quality, and take corrective action where required.
• Work closely with the Retail & Operations Head and branch teams to identify opportunities to improve after-sales service performance.
• Ensure service teams have the appropriate technical knowledge, tools, equipment, and support required to deliver quality service.
• Ensure proper adherence to service procedures, technical standards, safety practices, and workshop processes.
• Monitor customer feedback and service-related complaints and implement actions to improve the overall customer experience.
• Support initiatives aimed at increasing service retention, repeat visits, and after-sales revenue across the network.

• Strong technical grounding
• People-management skills
• Problem-solving skills
• Process-improvement skills
• Ability to work across a multi-branch service network

• 6–10 years of experience in automotive after-sales / service management, ideally within the two-wheeler industry.
• Proven experience leading workshops and mechanic teams at scale.
• Strong technical grounding, with practical understanding of workshop operations and automotive service processes.
• Strong people-management skills, with the ability to manage, train, motivate, and develop a large mechanic workforce.
• Demonstrated ability to improve workshop efficiency, service quality, turnaround time, and customer satisfaction.
• Strong problem-solving and process-improvement skills, with the ability to identify operational bottlenecks and implement practical solutions.
• Ability to work across a multi-branch service network and maintain consistent service standards.