Our client seeking a proven Aftersales / Fixed Operations Manager to lead Service, Parts, and Warranty operations across our multi-franchise automotive group and form part of the Senior Leadership team.
This role will see you own customers experience post-vehicle purchase, workshop operations, parts profitability and ultimately profitable Aftersales Service across 5 sites within the Wellington region.
The company has a rich history within the Wellington region. Providing a wide variety of Automotive brands, sales, parts and service to their clients.
Key Responsibilities
- Own P&L for Service, Parts, and Warranty across sites/brands - deliver gross profit, standardisation across sites with a focus on customer experience.
- Lead, coach, and develop Service and Parts departmental Managers
- Drive workshop productivity and streamline for efficiency without the Aftersales Operations
- Own OEM compliance: warranty claim accuracy, audit readiness, recall execution, training & tooling standards alongside irrespective department heads.
- Elevate customer experience: CSI/NPS targets, complaint resolution and aftersales retention
- Manage safety, compliance, and environmental standards across workshops, champion continuous improvement alongside department Managers
- Vendor and OEM relationship management (parts, tools, diagnostics, training, loan vehicles).
- Budgeting, forecasting, staffing, and capacity expansion.
Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI) / Net Promoter Score (NPS) across 4 different sites and a CRM team.
- Meet and Exceed Service and Parts gross profit, tied with sustainable growth and streamlining of after-sales processes
- Ensure accurate warranty Management, claiming and reconciliation across several brands
- Average RO (repair order) value; upsell conversion rate; menu penetration.
- Parts inventory turns; aging and obsolescence %; stock accuracy.
- Cycle times: Work closely with Service Managers on WIP Management
- 5+ years in dealership aftersales or Fixed operation leadership proven experience.
- Strong background in Parts Management across several brands.
- Proven delivery of fixed operations KPIs and P&L accountability.
- Strength in workshop planning, parts inventory management, and OEM warranty compliance.
- Experience in Super Service Triage is highly desirable, or the ability to implement digital upselling systems across the Aftersales Business
- People leadership: coaching, performance management, and cultural engagement.
- Customer-centric mindset with demonstrable CSI/NPS improvements.
- Financial acumen: budgeting, forecasting, pricing, and ROI evaluation.
- Highly competitive salary reflects the size and scope of the role.
- Company vehicle and fuel
- Autonomy to shape multi-franchise aftersales strategy and operations with full Director’s support
Click APPLY or contact Pierre Smit on +64 21 191 8350 or pierre.s@stellarrecruitment.co.nz for a confidential discussion
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