This role focuses on overseeing daily workshop operations to ensure peak efficiency and high-quality service delivery. It involves leading a technical team to achieve revenue targets while maintaining strict adherence to OEM standards and customer satisfaction benchmarks.
Key Responsibilities
- Manage end-to-end workshop operations including floor management, job card processing, and timely vehicle delivery.
- Lead and mentor a team of Service Advisors and Technicians to achieve monthly labor and parts revenue targets.
- Ensure 100% compliance with OEM service standards, technical bulletins, and warranty claim processes.
- Monitor and improve Customer Satisfaction Index (CSI) scores through proactive grievance redressal and quality control checks.
- Analyze workshop performance reports and implement strategies to optimize bay utilization and technician productivity.
- Coordinate with the spare parts department to ensure inventory availability and minimize vehicle turnaround time (TAT).
- Conduct regular technical training and safety drills for the workshop staff to ensure operational excellence.
- Oversee the maintenance of workshop equipment and diagnostic tools to ensure they meet manufacturer specifications.
Requirements
- Minimum 3-5 years of experience in an authorized automobile dealership service center.
- In-depth knowledge of workshop management software (DMS) and standard operating procedures.
- Strong understanding of automotive mechanical systems, electronics, and diagnostic procedures.
- Proven ability to manage and motivate a diverse team of technical staff.
- Excellent communication skills in English and the local regional language.
- Valid four-wheeler driving license and basic computer proficiency (MS Office).
Preferred
- Prior experience working with a reputed passenger car or commercial vehicle OEM.
- Certification in OEM-specific service management or technical programs.
- Exposure to Electric Vehicle (EV) service protocols and high-voltage safety.
Skills
Technical
Workshop Floor Management, Dealer Management System (DMS), Warranty Management, Inventory Control, Diagnostic Tool Proficiency
Soft Skills
Team Leadership, Conflict Resolution, Customer Relationship Management, Analytical Thinking, Time Management
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; Diploma holders with significant experience may apply.
Experience: 3-5 years in Automotive Service Operations
Certifications: OEM Certified Service Manager (preferred), Health and Safety (HSE) Certification
Work Environment
Standard workshop environment with a 6-day work week. Requires active presence on the shop floor and interaction with customers and OEM representatives.
Growth Opportunities
Successful candidates can progress to Area Service Manager or General Manager (Service) roles within the dealership group or transition into corporate roles with the OEM.