Service Manager

This leadership role involves overseeing the day-to-day operations of the automotive workshop to ensure peak operational efficiency and exceptional customer service delivery. The focus is on driving service revenue, maintaining high standards of vehicle repair quality, and ensuring strict adherence to OEM guidelines and safety protocols.

Key Responsibilities

• Manage end-to-end workshop operations including floor management, spare parts inventory, and technician scheduling.
• Drive the achievement of monthly service targets, labor revenue, and value-added service (VAS) sales.
• Monitor and improve Customer Satisfaction Index (CSI) scores through proactive grievance redressal and quality control.
• Ensure compliance with OEM standards, technical bulletins, and warranty processing procedures.
• Lead and mentor a team of Service Advisors, Technicians, and support staff to enhance productivity and skill levels.
• Analyze Dealer Management System (DMS) reports to identify operational bottlenecks and implement corrective actions.
• Coordinate with the Spare Parts department to ensure optimal inventory levels and minimize vehicle turnaround time (TAT).
• Oversee the maintenance of workshop equipment and ensure a safe, clean working environment.

Requirements

• Proven track record in managing workshop operations within an authorized automobile dealership.
• Strong understanding of automotive technical systems and diagnostic procedures.
• Proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or MS Office.
• Excellent leadership skills with the ability to manage a diverse workforce.
• Deep knowledge of OEM warranty policies and service processes.
• Ability to handle high-pressure situations and resolve customer conflicts effectively.
• Valid four-wheeler driving license is mandatory.

Preferred

• Experience working with premium or luxury automotive brands.
• Certification in Six Sigma or Lean Workshop Management.
• Familiarity with Electric Vehicle (EV) service protocols.

Skills

Technical

Workshop Loading, Inventory Management, DMS Proficiency, Warranty Claim Processing, Diagnostic Tool Knowledge

Soft Skills

Conflict Resolution, Team Leadership, Customer Relationship Management, Analytical Thinking, Time Management

Qualifications

Education: B.E. / B.Tech in Mechanical or Automobile Engineering; Diploma holders with exceptional experience will be considered.

Experience: 3-5 years of experience in automotive service operations, with at least 1-2 years in a supervisory or team lead role.

Certifications: OEM Service Manager Certification, Health & Safety Certification

Work Environment

Standard 6-day work week in an on-site workshop environment, involving interaction with both technical staff and walk-in customers.

Growth Opportunities

High-performing candidates can transition into Regional Service Manager roles or General Manager (Service) positions within the dealership network or move into OEM corporate service roles.