National Service Manager - Multibrand

About

CFAO Mobility is seeking a National Service Manager - Multibrand based in Kenya. The role provides strategic, operational and technical leadership for the national multibrand service function, with responsibility for technical standards, customer satisfaction, vehicle reliability, efficiency and profitability across the service network. Applicants need a relevant Bachelor's Degree or Advanced Diploma, over five years of progressive automotive aftersales, technical service operations or workshop management experience, and advanced automotive diagnostics expertise.

How to apply

Apply online through the official advert page on the CFAO careers portal.

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Responsibilities

• Develop and implement the national service strategy in alignment with CFAO and the OEMs’ standards, brand positioning and business objectives.
• Develop the national service budget and contribute to annual aftersales business planning.
• Monitor labour revenue, service gross profit, effective labour rates, and service profitability.
• Develop initiatives to increase customer retention and aftersales business growth.
• Build relationship with high-value individual customers, corporate clients and fleet customers.
• Ensure compliance with applicable occupational health and safety legislation, environmental requirements and OEMs’ safety standards.
• Represent the national service function in OEM reviews, business planning meeting and strategic initiatives.
• Monitor workshop capacity, technician utilisation, productivity, efficiency, vehicle and work in progress across the network.
• Standardize job allocation, repair authorisation, parts coordination, quality inspection and vehicle delivery process.
• Ensure national compliance with manufacturer warranty policies, service documentation requirements, repair authorisation procedures and claim submission standards.
• Provide advanced technical expertise and diagnostic leadership, and direction to CMK network, ensuring consistent service delivery, technical standards and operational discipline.
• Establish standard operating procedures for service reception, diagnostics, repair authorisation, quality control, vehicle delivery and post-service follow up.
• Conduct regular branch visits, technical audits and operational assessments to verify compliance with brand standards.
• Ensure all CMK service locations deliver a consistent premium experience regardless of location.
• Serve as the national technical authority for complex mechanical, electrical, electronic and software related vehicle faults, and establish technical escalation protocols that ensure unresolved issues timely attention and are managed at the appropriate level.

Qualifications

• Bachelor’s Degree or Advanced Diploma in Automotive Engineering, Mechanical Engineering, Automotive Technology or relevant field from a recognized institution.
• Over 5 years of progressive experience in automotive industry Aftersales, technical service operations or workshop management.
• Advanced automotive diagnostics.
• Advanced Automotive Diagnostics.
• Root-Cause analysis and structured problem solving.
• OEM technical systems processes.
• Technical coaching and knowledge transfer.
• Customer service and relationship management competencies.
• Leadership and Management.
• Solution oriented.
• Commercially astute.
• Report writing skills- ability to develop reports.
• Presentation skills.
• Analytical – investigates problems systematically and makes decisions based on evidence.
• Accountable – Takes ownership of difficult cases and follows them through to closure.