Eastern Western Motor Group
Aftersales General Manager
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Company Description
Eastern Western Motor Group is Scotland’s leading privately owned dealer group, serving customers and communities with a strong focus on quality and trust. The business is committed to remaining independent, family-owned, and financially secure, providing long-term stability for both customers and team members. Eastern Western Motor Group strives to create a rewarding workplace where individuals can develop and grow their careers. The company values integrity, customer service excellence, and a collaborative culture that supports high performance and continuous improvement.
Role Description
The Aftersales General Manager is a full-time, on-site role based in Scotland, United Kingdom. This role is responsible for leading and managing the aftersales department, including service, parts, and warranty operations, to ensure high levels of customer satisfaction and retention.
Responsibilities
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- Overseeing workshop productivity
- Managing budgets and targets
- Monitoring key performance indicators
- Implementing processes that enhance efficiency and profitability
- Coaching and developing team members
- Ensuring compliance with manufacturer and company standards
- Resolving complex customer issues in a professional and timely manner
- Driving continuous improvement
- Supporting sales and customer retention initiatives
- Collaborating with other departments to deliver a seamless customer experience
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Qualifications
- Demonstrated experience in aftersales or service management within the automotive sector, including responsibility for workshop, parts, and customer service operations.
- Strong leadership and people management skills, with the ability to motivate teams, conduct performance reviews, and support staff development.
- Solid commercial and financial acumen, including experience managing budgets, forecasting, and working with KPIs to drive profitability.
- Excellent customer service and communication skills, with the ability to build long-term customer relationships and handle escalated concerns effectively.
- Organizational and problem-solving skills, with a focus on process improvement, attention to detail, and the ability to work under pressure.
- Proficiency with dealer management systems, service scheduling tools, and standard office software (e.g., Microsoft Office).
- Knowledge of manufacturer standards, warranty procedures, and regulatory requirements related to automotive aftersales operations.
- Relevant vocational or academic qualifications in automotive management, business, or a related field; professional certifications are an advantage.
- Ability to work on-site in Scotland, United Kingdom, and collaborate effectively with cross-functional teams.
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