Senior Service Executive

About the role:

As a Fleet Executive, you will play a key role in managing the daily operations of our PHV (Private Hire Vehicle) fleet within the service centre. Your responsibilities include ensuring timely updates and tracking of vehicle status across multiple systems (Autoline, ZOHO, ECRB), coordinating parts ordering and vehicle deliveries, and maintaining clear communication with fleet owners. You will support the aftersales service process, manage customer enquiries, monitor KPIs, and assist with reporting and process improvements. Your role is critical to minimizing vehicle downtime, ensuring high service standards, and supporting cross-functional collaboration to deliver a seamless fleet management experience

Job responsibilities:

• Ensure timely creation of Work in Progress (WIP) in the Autoline, ZOHO and ECRB System after receiving PHV vehicles in Service Centre.
• Ensure proper updating of PHV vehicle status in the Autoline, ZOHO and ECRB system when vehicle is work in progress.
• Ensure PHV vehicle parts order are timely created to reduce the vehicle downtime.
• Ensure PHV vehicle are timely delivered back to PHV HQ within the required downtime period.
• Update of daily PHV vehicle movements within Service centre.
• To manage fleet owner/s daily enquiries and updates on vehicle status.
• To provide guidance and support to co-workers on fleet vehicle operations and management issues.
• Work closely with workshop in charge to maintain timely delivery date and promptly keep frontliner informed of changes on completion date if any.
• To ensure all fleet performance reports are reported on a timely and accurate manner.
• Build-up good co-ordination, smooth operational procedures, and communication between Fleet business partners
• Attend and address complaint/feedback related to fleet customer issue in an effective and professional manner
• Monitor KPIs target set and take proactive measures to meet or exceed the targets
• To assist Service Manager in the planning and compile regular reports for management to review.
• Liaise with Central Part Depot and Stockist for parts pricing and availability
• Participate in ad-hoc fleet Aftersales projects
• Ensure that billings and invoices are generated timely, monitor the statement of Account (SOA) of the contractual accounts to ensure that there is timely payment
• Minimum downtime to fleet customer due to vehicular problems (E.g. towing or deploying of workshop staff to assist off site activities at the customer location)
• Kaizen activities as required to ensue the profitability of the contractual financials.

Requirements:

• Preferably with Diploma in Automotive or relevant discipline
• At least 2 years of fleet vehicle & customer management experience and preferably in automotive industry
• Candidate with 1 year of people-management experience would have an added advantage
• Possess valid Class 3 driving license
• Proficient in Microsoft Office (e.g. MS Excel) and comfortable with utilization of systems
• Able to adapt and work independently in a fast-paced environment
• Possess positive work attitude, customer-oriented and strong interpersonal skill to work with all levels of stakeholders
• Must be able to work on alternate Saturday mornings. Time off or equivalent hours will be provided to compensate for weekend work.