Workshop Service Manager at Mechanic on the Go

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Workshop Service Manager at Mechanic on the Go

At Mechanic On The Go we redefine the traditional notion of auto care. We're not just mechanics; we're your automotive lifeline, ready to roll wherever you are in Lagos. Our commitment to excellence and convenience sets us apart in the realm of mechanics in Lagos.Location: Allen Avenue, Ikeja, Lagos
Reports To: Operations Director / CEO

Role Summary

The Service Manager is responsible for overseeing all workshop and field service operations, ensuring high-quality vehicle diagnostics, repairs, customer satisfaction, and strict adherence to company procedures and documentation standards. The role ensures jobs are executed profitably, professionally, and in line with MOTG’s operational and legal safeguards.

Key Responsibilities

Service Operations Management


Supervise daily workshop and mobile repair activities
Assign jobs to technicians based on skill and workload
Monitor job progress to ensure timelines are met
Ensure proper diagnostic procedures are followed before repairs
Prevent unauthorized or free work outside of company approval


Quality Control


Review and approve diagnostic reports before customer communication
Confirm parts specifications and repair scope accuracy
Conduct final quality checks before vehicle release
Reduce comebacks, repeat faults, and customer disputes


Customer & Case Management


Serve as an escalation point for complex technical issues
Ensure all customer approvals are documented before work begins
Support dispute resolution with clear technical reports
Coordinate with legal/management when cases involve police or formal complaints


Financial Discipline


Ensure proper job costing and markup compliance
Prevent revenue leakage or unauthorized discounts
Confirm service charges are correctly applied
Monitor technician productivity and job profitability


Documentation & Compliance


Ensure every job has complete paperwork (diagnosis, estimate, approval)
Enforce the use of MOTG Terms & Conditions on all invoices
Maintain service records for audit and dispute defense
Ensure staff follow company SOPs at all times


Team Leadership


Supervise technicians and workshop staff
Provide technical guidance and on-the-job coaching
Enforce discipline, punctuality, and professional conduct
Identify training needs within the technical team


Key Performance Indicators (KPIs)


Job turnaround time
Comeback/rework rate
Customer satisfaction score
Workshop revenue and margin
Documentation compliance rate
Technician productivity


Required Qualifications


Strong automotive diagnostic and repair knowledge
Minimum 5 years workshop or field service experience
Proven team supervision experience
Good reporting and documentation skills
Ability to handle high-pressure customer situations
Strong integrity and commercial awareness


Preferred Skills


Experience with premium vehicles (e.g., Range Rover, BMW, Mercedes)
Familiarity with workshop management systems
Basic understanding of service contracts and liability issues
Strong communication and decision-making ability
Source: Workshop Service Manager at Mechanic on the Go