Aftersales Manager

Overview

Tortola Auto Group Limited is seeking an experienced, strategic and results-driven Aftersales Manager (Service, Garage & Body Shop) to lead and grow our aftersales operations across the British Virgin Islands. This role is responsible for the overall performance and development of our Service Department, Garage and Body Shop, with a focus on operational excellence, profitability and customer satisfaction.

Job Summary
The Aftersales Manager will provide leadership, direction and strategic oversight for the Service Department, Garage and Body Shop, ensuring efficient operations, strong financial performance and continuous improvement across all aftersales activities.

The successful candidate will develop and execute strategies to grow these departments, increase customer retention, improve workshop productivity and maximise revenue opportunities. This role requires a hands-on leader with strong automotive experience, commercial awareness and the ability to establish a culture of excellence, accountability and customer-focused service.

Key Responsibilities

1. Provide leadership, direction and oversight for the Service Department, Garage and Body Shop, ensuring operational efficiency, performance targets and continuous improvement are achieved.
2. Develop and implement aftersales strategies to drive growth, increase revenue, improve profitability and strengthen the Company’s position within the automotive market.
3. Establish, monitor and achieve departmental performance targets.
4. Lead, coach and motivate service advisors, technicians/mechanics, body shop personnel and support staff to achieve exceptional performance standards.
5. Oversee workshop scheduling, workload allocation and resource planning to maximise technician productivity and minimise vehicle turnaround times.
6. Provide oversight and accountability to ensure all servicing, diagnostics, repairs and bodywork are completed to company quality standards, manufacturer specifications and customer expectations through effective management of departmental supervisors and teams.
7. Identify opportunities to increase customer retention, grow service business and develop new revenue streams within the Service and Body Shop departments.
8. Build and maintain strong relationships with customers, fleet operators and corporate clients to generate additional business opportunities and support growth.
9. Oversee repair estimates, job costing, work-in-progress management and invoicing processes to ensure accuracy, efficiency and profitability.
10. Work closely with the Parts Department to ensure effective parts availability, inventory coordination and timely completion of customer repairs.
11. Manage and resolve complex customer concerns and complaints, ensuring timely resolution and maintaining high levels of customer satisfaction.
12. Monitor customer feedback and satisfaction levels, implementing initiatives to improve the overall customer experience.
13. Develop and maintain Standard Operating Procedures (SOPs) and best practices to improve consistency, efficiency and service quality.
14. Ensure compliance with all health, safety and environmental requirements while maintaining a safe, organised and professional working environment.
15. Oversee the maintenance, availability and proper use of workshop equipment, tools and
    facilities.
16. Identify training and development requirements and work with management to ensure employees receive appropriate technical and professional development.
17. Prepare and present departmental reports, budgets, forecasts and performance reviews to senior management.
18. Analyse market trends, customer needs and competitive activity to identify opportunities for continued growth and improvement.
19. Promote a culture of continuous improvement, accountability and operational excellence across all aftersales departments.
20. Perform any other duties as may reasonably be assigned by the Managing Director.

Education, Experience, Skills & Qualifications

The ideal candidate will possess:

• A minimum of five (5) years’ management experience within an automotive dealership, service centre, workshop or aftersales environment.
• A degree in Automotive Technology, Business Administration, Management or a related field would be considered an asset.
• Proven experience managing Service, Garage and/or Body Shop operations.
• Strong knowledge of automotive servicing, diagnostics, mechanical repairs, collision repair processes and workshop operations.
• Demonstrated success in improving departmental performance, productivity and profitability.
• Experience developing and executing strategies to grow revenue, customer retention and market share.
• Strong leadership skills with the ability to recruit, motivate, coach and develop high-performing teams.
• Excellent understanding of workshop KPIs, labour efficiency, productivity measurement and financial performance.
• Strong customer service and relationship management skills.
• Excellent organisational, analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced automotive environment.
• Strong written and verbal communication skills.
• Proficiency with workshop management systems and Microsoft Office applications.
• Valid drivers license.

Please send resumé to Human Resources, Tortola Auto Group Ltd., Slaney Point, PO. 437, Tortola, VG1110, British Virgin Islands or email hr@tagbvi.com and/or 284-494-2600.