This role involves orchestrating the end-to-end service operations of a high-volume automotive workshop to ensure maximum efficiency and profitability. It focuses on maintaining stringent OEM quality standards while leading a diverse technical team to deliver exceptional vehicle maintenance and repair services.
Key Responsibilities
- Manage day-to-day workshop operations including floor management, job card monitoring, and vehicle delivery timelines.
- Supervise a team of Service Advisors, Technicians, and Floor Coordinators to ensure optimal productivity and labor utilization.
- Monitor and maintain high standards of quality control to minimize repeat complaints and ensure Right First Time (RFT) repairs.
- Coordinate with the Spare Parts department to ensure timely availability of components and manage inventory levels effectively.
- Drive the achievement of monthly service targets, including labor revenue, parts sales, and value-added services (VAS).
- Ensure strict adherence to OEM guidelines, safety protocols, and 5S workplace management standards.
- Handle escalated customer grievances professionally to maintain high Customer Satisfaction Index (CSI) and Net Promoter Scores (NPS).
- Conduct regular technical training sessions and performance reviews for workshop staff to bridge skill gaps.
Requirements
- Minimum 5-8 years of experience in automotive service operations within an authorized dealership environment.
- Deep understanding of automotive mechanical, electrical, and diagnostic systems.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or proprietary OEM software.
- Strong leadership capabilities with experience in managing a technical team of 15-20 members.
- Excellent communication skills in English and the local regional language.
- Valid four-wheeler driving license and thorough knowledge of road safety regulations.
Preferred
- Previous experience working with premium or luxury automotive brands.
- Certification in Lean Six Sigma or similar process improvement methodologies.
- Experience in handling warranty claim processing and insurance coordination.
Skills
Technical
Diagnostic Tool Proficiency, Inventory Management, Labor Cost Calculation, Preventive Maintenance Planning, Warranty Claim Management
Soft Skills
Conflict Resolution, Team Leadership, Customer Relationship Management, Time Management, Analytical Thinking
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; or Diploma in Automobile Engineering with extensive experience.
Experience: 5-8 years of relevant experience in the automotive service industry.
Certifications: OEM Certified Workshop Manager, Technical Trainer Certification (optional), Health and Safety (HSE) Certification
Work Environment
This is a fast-paced, on-site role based within a professional automotive workshop. It typically requires a 6-day work week with standard shift timings (9 AM - 6 PM).
Growth Opportunities
Successful candidates can progress to the role of Service Manager, General Manager (Service), or Regional Service Head within the dealership's national network.