Aftersales Manager / Fixed Operations

Aftersales Manager / Fixed Operations Manager (Multi-Franchise Automotive)

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.

The ideal candidate combines data-driven leadership with hands-on dealership experience that is not just focused on current performance, but of exploring potential growth and drive a unified approach across all Aftersales sites and departments.

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

Requirements

• 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.

What’s on Offer

• 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

How to apply:

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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