Senior Specialist / Manager Roadside Assistance

Senior Specialist / Manager Roadside Assistance

• at Porsche Asia Pacific
• On-siteSingapore, Singapore, SingaporePorsche Singapore Pte. Ltd.Full-time
• Posted about 1 month ago
• Share job
• Apply now

Description

“In the beginning I looked around and could not find quite the car I dreamed of. So I decided to build it myself.“ This quote from our founder Ferry Porsche is at the heart of everything we do.

Pioneering spirit has guided us since the beginning – now for more than 70 years. With commitment, passion and enthusiasm, we courageously seek new and untrodden pathways. Porsche Singapore Pte Ltd is the latest embodiment of this trailblazing philosophy - a new luxury automotive retail venture and Porsche-owned subsidiary set to operate Porsche car sales from 2023 onwards.

With a multi-platform enabled and direct luxury retail approach, Porsche Singapore is poised to deliver new and unique experiences for Porsche fans in Singapore. Because if you want others' hearts to beat faster, you have to carry your own in the right place.

Developing the luxury automotive retail experience of tomorrow. Growing within the international Porsche ecosystem. Always surpassing yourself. Working at Porsche offers many challenges.

Senior Specialist / Manager Roadside Assistance

Porsche Singapore Pte. Ltd. (Retailer)

Porsche Singapore is seeking an experienced and business-driven Senior Specialist / Manager to lead and oversee the end-to-end 24/7 roadside assistance and courtesy car business.

The successful candidate will be responsible for ensuring profitability and operational excellence, including daily operations management, strong vendor performance, and effective budget and cost control. This role will ensure operational efficiency, quick response times, and consistently high customer satisfaction.

Develop and execute business strategies, initiatives, and operational plans, while owning the overall performance, commercial outcomes, and continuous evolution of the roadside assistance and courtesy car business to drive profitability, scalability, and operational excellence.

Take full accountability for end-to-end roadside assistance operations, including call handling, dispatch coordination, recovery management, and case closure, overseeing both in-house daytime and outsourced night operations to ensure seamless 24/7 service continuity.

Define, implement, and continuously enhance SOPs, escalation frameworks, and service workflows to improve response times and operational control.

Manage and optimise a fleet of approximately 30 courtesy cars, ensuring high availability, utilisation efficiency, controlled turnaround time, and proper damage management.

Lead and govern all external vendors, including towing and logistics partners, by defining SLAs, monitoring performance, validating invoices, and managing commercial negotiations or disputes.

Prepare and manage budgets, forecasts, and financial reporting; analyse cost per incident, utilisation, and service metrics to drive profitability and cost optimisation.

Track and report operational KPIs and service performance, implementing corrective actions where required.

Build strong relationships with internal stakeholders, insurers, and partners to ensure seamless and coordinated operations.

Manage and resolve complex customer concerns and escalations promptly and effectively, ensuring alignment with Porsche’s premium service standards.

Ensure adherence to all relevant laws, regulations, safety standards, insurance requirements, data protection policies, and company guidelines.

Stay abreast of industry developments and mobility trends to continuously refine and future-proof the operating model.

Requirements

Singapore Citizens or Singapore Permanent Residents (SPR) preferred

Bachelor’s degree in Business, Economics, Finance, or a related field

5–8 years of experience in operations, mobility services, automotive, logistics, or service management, with a proven track record managing external vendors and service providers

Strong ownership mindset with hands-on execution capability; structured, calm under pressure, and highly accountable

Analytical and data-driven, comfortable working with operational KPIs, reporting, and service performance metrics to inform decisions

Excellent leadership, communication, and interpersonal skills, able to engage effectively with internal and external stakeholders

Positive, solution-oriented mindset with the ability to proactively address challenges and deliver effective resolutions

In-depth knowledge of industry trends, mobility services, and regulatory requirements

Proficient in MS Office and other relevant technology tools and systems

5.5-day work week with alternate Saturdays, with flexibility to support business operations outside regular hours, including evenings, weekends, and public holidays

Possess a valid Class 3 Driving Licence with at least 4 years of driving experience and a clean driving record

Visit website

Porsche Asia Pacific Pte Ltd commenced operations on October 1st, 2001 and was founded to give Porsche closer ties with Asia Pacific markets that are becoming increasingly important. Porsche Asia Pacific supports the operation of importers and dealers in 13 countries: Brunei, Cambodia, French Polynesia, Indonesia, Malaysia, Mongolia, New Caledonia, New Zealand, the Philippines, Singapore, Sri Lanka, Thailand and Vietnam.