After-Sales Service Operation Specialist

The Service Operation Specialist at MG is responsible for ensuring high-quality after-sales service performance across authorized dealerships and service centers. This role focuses on optimizing service operations, enhancing customer satisfaction, and ensuring compliance with MG's global standards and processes.
Key Responsibilities
Service Network Operations
• Monitor and support daily service operations across MG dealerships and authorized workshops
• Ensure all service activities follow MG Global Service Standards (GSS)
• Track vehicle service flow: booking → diagnosis → repair → delivery
• Support the rollout of new service policies, campaigns, and technical updates
Customer Experience Management
• Monitor and improve Customer Satisfaction Index (CSI) scores
• Handle escalated complaints from customers regarding service quality
• Ensure consistent service experience across all MG service centers
• Support implementation of MG customer programs (e.g., service packages, loyalty programs)
Performance Monitoring & Reporting
• Customer Satisfaction Index (CSI)
• Net Promoter Score (NPS)
• First-Time Fix Rate (FTFR)
• Service Delivery On-time (On-time)
• Warranty claim accuracy & cycle time
• Dealer service compliance score
• Workshop productivity
Dealer & Workshop Development
• Work closely with dealership service managers and workshop teams
• Conduct service audits to ensure compliance with MG operational standards
• Support non-technician training programs and certification (MG Non-Technical Training)
• Assist in improving workshop efficiency and layout optimization