About the Role

This role is responsible for leading the Service Advisory function to ensure workshop quality standards, SLA compliance, and operational performance are consistently achieved. The position plays a key role in driving continuous improvement across service operations.

What You Will Do

• Lead and supervise the Service Quality Advisor / Quality Control (QC) team
• Ensure inspection standards and service processes are implemented consistently
• Provide final approval for major or repeat repair cases
• Act as the escalation point for quality-related complaints

2. Service & Operational Performance

• Monitor and control key operational KPIs, including:

  • MTTR (Mean Time to Repair)

  • SLA compliance

  • Repeat Repair Rate

  • First-Time Fix Rate

• Identify operational bottlenecks and process gaps

• Coordinate cross-functional improvements with Technicians, Warehouse, and Operations teams

• Ensure service documentation is accurate and compliant with company standard

3. Quality Assurance & Continuous Improvement

• Conduct regular audits of technicians’ work quality

• Lead root cause analysis for critical or recurring issues

• Develop corrective action plans and monitor implementation progress

• Utilize service data and records to analyze quality trends and recommend improvements

4. Customer & Stakeholder Management

• Handle priority complaints and service quality escalations

• Manage customer and fleet client expectations regarding service standards

• Provide regular performance and quality reports to management

What We’re Looking For

• Minimum Diploma (D3) or Bachelor’s Degree (S1) in Engineering (Automotive, Mechanical, Electrical, or related fields). 
• 4–7 years of experience in workshop operations, aftersales, or rental industry.
• At least 2 years of experience in a supervisory or team leadership role.
• Strong leadership and coaching capabilities, with the ability to develop and guide operational teams.
• Comprehensive understanding of end-to-end service processes
• Prior experience as a Senior Service Advisor or Senior Quality Control (QC) will be an added advantage. 
• Proven ability to conduct root cause analysis and implement corrective actions. 
• Experienced in working with performance targets, KPIs, and SLAs.
• Detail-oriented, assertive, and quality-focused.