At Zeekr Sydney City, we’re leading the future of electric mobility with innovative, sustainable vehicles and exceptional customer experiences. As a dynamic and forward-thinking EV dealership, we pride ourselves on our cutting-edge technology, passionate team, and commitment to making electric driving accessible to all. What sets us apart is our people-first culture, collaborative environment, and dedication to excellence—making us not just a great place to work, but a leader in the EV revolution.

About Us:

At Zeekr Sydney City, we’re leading the future of electric mobility with creative, sustainable vehicles and exceptional customer experiences. As a dynamic and forward-thinking EV dealership, we pride ourselves on our cutting-edge technology, passionate team, and commitment to making electric driving accessible to all. What sets us apart is our people-first culture, collaborative environment, and dedication to excellence—making us not just a great place to work, but a leader in the EV revolution.

Position Overview:

- Responsible for overseeing the overall aftersales operations and business performance across Sydney and Melbourne, while directly managing the day-to-day aftersales operations of the assigned dealership.

- Accountable for aftersales revenue, gross profit, customer satisfaction, workshop productivity, cost control, team development, workplace health and safety, and manufacturer Key Performance Indicators (KPIs). Ensure consistent implementation of group-wide operational standards while maintaining effective daily operations at the dealership level.

Responsibilities:

Financial Performance and Business Management

- Develop annual,



quarterly and monthly aftersales business targets for the group and individual dealerships, including workshop visits, service revenue and parts gross profit. Allocate targets across dealerships, monitor performance, regularly review variances and implement corrective action plans.

- Monitor and control aftersales operating costs, including labour, parts inventory, consumables, equipment maintenance, outsourced services and staffing costs. Optimise gross profit margins, manage operating expenses and improve overall aftersales profitability.

- Oversee parts supply chain management across all dealerships, including parts procurement, inventory turnover, slow-moving and obsolete stock management, and inter-dealership parts transfers.

Operations and Process Management

- Oversee and standardise aftersales Standard Operating Procedures (SOPs) across all dealerships, including vehicle reception, diagnostics, job allocation, repairs, quality inspections, vehicle handover, customer follow-up, warranty claims and roadside assistance. Ensure consistent implementation and compliance across all locations.

- Manage manufacturer aftersales performance requirements, including Dealer Management System (DMS) compliance, warranty claim submissions, vehicle recalls, technical service bulletins, manufacturer training,



mystery shopper assessments and facility standards to maintain satisfactory manufacturer evaluation results.

Customer Service and Complaint Management

- Establish and maintain an effective aftersales customer service framework. Monitor customer satisfaction (CSI), complaint rates and customer follow-up rates at the assigned dealership. Implement customer relationship management strategies to improve customer retention and repeat service visits.

- Develop customer complaint handling procedures and escalation plans to minimise reputational risks, compensation costs and potential financial losses. Regularly analyse customer complaints, identify recurring issues and implement continuous service improvements.

Team Management and Staff Development

- Develop the group-wide aftersales organisational structure and establish performance evaluation systems for Technicians, Service Advisors, Parts Officers, Warranty Officers and Aftersales Administration staff. Manage staff rostering, daily supervision and performance assessments at the assigned dealership.

- Establish a comprehensive aftersales training framework covering technical skills, customer service standards, warranty policies, sales communication techniques and workplace safety procedures. Implement technician competency levels, certification programmes and skills assessments to support talent development and succession planning.

- Foster a positive and productive team environment at the assigned dealership. Participate in recruitment, employee transfers and performance discussions, implement appropriate recognition and disciplinary measures, and support the retention of experienced Technicians and Service Advisors.

Quality Assurance, Workplace Health and Sa

📌 Service Manager (Sydney)
🏢 Zeekr Sydney City
📍 Sydney