This leadership role involves overseeing the daily operations of an authorized workshop to ensure maximum productivity, profitability, and customer satisfaction. You will be responsible for managing a large team of technicians and advisors while maintaining strict adherence to OEM standards and safety protocols.
Key Responsibilities
- Manage end-to-end workshop operations including service scheduling, floor management, and spare parts coordination.
- Monitor and improve Key Performance Indicators (KPIs) such as Labor Revenue, Parts Turnover, and Clocking Efficiency.
- Ensure high levels of Customer Satisfaction Index (CSI) by resolving complex escalations and maintaining stringent quality control.
- Lead, mentor, and provide technical training to a team of Service Advisors, Technicians, and workshop support staff.
- Maintain strict compliance with OEM service standards, warranty policies, and environmental regulations.
- Prepare and present monthly performance reports, workshop P&L statements, and budget forecasts to senior management.
- Implement and monitor workshop safety protocols and maintain workplace cleanliness standards as per 5S guidelines.
- Coordinate with the spare parts department to ensure optimal inventory levels for scheduled and emergency repairs.
Requirements
- 5-8 years of experience in automotive service operations with a minimum of 2 years in a supervisory or managerial role.
- Proven track record of meeting service revenue targets and managing workshop P&L effectively.
- In-depth knowledge of Dealer Management Systems (DMS) and workshop loading techniques.
- Strong understanding of technical diagnostics, vehicle repair processes, and warranty procedures.
- Excellent communication skills in English and the local language for effective customer and team interaction.
- Valid four-wheeler driving license and ability to perform road tests for quality assurance.
- Experience in handling high-volume service centers with a focus on turnaround time (TAT).
Preferred
- Experience working with leading Indian or International Automobile OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, Mahindra).
- Certification in Lean Workshop Management or Six Sigma methodologies.
- Familiarity with Electric Vehicle (EV) service protocols and high-voltage safety standards.
Skills
Technical
Workshop Loading, P&L Management, Inventory Management, Warranty Processing, Diagnostic Tool Proficiency, Resource Allocation
Soft Skills
Leadership, Conflict Resolution, Customer Empathy, Strategic Planning, Operational Excellence
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; MBA in Operations or Marketing is highly preferred.
Experience: 5 to 8 years in the Indian Automotive Service sector.
Certifications: OEM-specific Service Manager Certification, Safety Management Certification, Technical Diagnostic Expert Certification
Work Environment
This is a full-time, on-site role based at the dealership workshop. The standard work week is 6 days, following typical Indian automotive industry timings (usually 9:00 AM to 6:30 PM).
Growth Opportunities
Successful candidates can progress to the role of General Manager - Aftersales or Regional Service Manager within the dealership group or transition into corporate technical roles with the OEM.