• Application Deadline:
• Position: Head of Aftersales



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 10 - 15 years



• Location Lagos




• City Victoria Island




• Job Field Engineering / Technical 
  
  

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.