This role involves leading the service department to deliver operational excellence and high-quality vehicle maintenance while ensuring maximum profitability. The focus remains on balancing workshop productivity with superior customer satisfaction scores to uphold the brand's reputation in the local market.
Key Responsibilities
- Manage the daily operations of the workshop, including technician scheduling, bay utilization, and workflow optimization.
- Monitor and drive the departmental P&L, ensuring labor revenue and parts sales targets are consistently met or exceeded.
- Ensure 100% compliance with OEM standards, service processes, and mandatory safety protocols within the workshop.
- Analyze Customer Satisfaction Index (CSI) data and implement corrective actions to improve service quality and customer retention.
- Lead, mentor, and evaluate a team of Service Advisors, Technicians, and support staff to maintain high performance and low attrition.
- Oversee the inventory management for spare parts and consumables to minimize vehicle downtime and maximize throughput.
- Conduct regular technical audits and quality checks on repaired vehicles to ensure 'First Time Right' delivery.
- Liaise with OEM representatives for technical support, warranty claims processing, and implementation of new service campaigns.
Requirements
- Extensive experience in managing large-scale automotive workshop operations.
- In-depth knowledge of Dealer Management Systems (DMS) and service CRM modules.
- Strong understanding of automotive mechanical systems, electronics, and diagnostic tools.
- Proven track ability to manage a diverse workforce including technical and administrative staff.
- Excellent financial acumen with experience in budget planning and expense control.
- Ability to handle high-pressure situations and resolve complex customer grievances effectively.
- Valid four-wheeler driving license and familiarity with local RTO regulations.
Preferred
- Prior experience working with a premium or high-volume Tier-1 OEM brand.
- Advanced certification in Workshop Management or Lean Operations.
- Working knowledge of insurance claim processes and IRDA guidelines.
Skills
Technical
Workshop Automation, P&L Analysis, Inventory Management, Diagnostic Software, Warranty Management, Root Cause Analysis
Soft Skills
Strategic Leadership, Conflict Resolution, Operational Excellence, Customer Relationship Management, Team Mentoring
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; MBA in Operations is a plus.
Experience: 5-8 years of experience in automotive service, with at least 2 years in a leadership role.
Certifications: OEM Service Manager Certification, Quality Management System (ISO) Training
Work Environment
On-site workshop environment with a standard 6-day work week. Requires active presence on the shop floor and interaction with customers and OEM auditors.
Growth Opportunities
Candidates can progress to Regional Service Manager, General Manager (Operations), or Head of Aftersales within the dealership network or OEM corporate structure.