This leadership position bridges the gap between customer service excellence and workshop efficiency, ensuring every vehicle owner receives a premium experience. The role focuses on driving service revenue, managing the front-end advisory team, and maintaining the highest standards of OEM compliance and customer satisfaction.
Key Responsibilities
- Lead and mentor a team of Service Advisors and Front Office staff to ensure seamless service booking and vehicle intake processes.
- Monitor and drive key performance indicators including Customer Satisfaction Index (CSI), Post Service Follow-up (PSF) scores, and Net Promoter Scores (NPS).
- Oversee the end-to-end customer journey from vehicle reception to final delivery, ensuring transparent communication regarding repair estimates and timelines.
- Collaborate closely with the Workshop Manager to optimize vehicle throughput and ensure 100% on-time delivery of serviced vehicles.
- Manage high-level customer escalations with technical expertise and professional diplomacy to ensure rapid resolution.
- Drive revenue growth through the promotion of Value Added Services (VAS), extended warranties, and periodic maintenance packages.
- Ensure strict adherence to OEM standard operating procedures (SOPs) and maintain readiness for periodic service audits.
- Analyze daily service reports and DMS data to identify bottlenecks in the service flow and implement corrective actions.
Requirements
- 8-12 years of core experience in automotive service operations, with at least 3 years in a supervisory role.
- In-depth knowledge of Dealer Management Systems (DMS) such as Autoline, SAP, or proprietary OEM software.
- Strong technical understanding of modern automobile mechanical and electrical systems.
- Proven track record of meeting and exceeding service labor and parts revenue targets.
- Excellent verbal and written communication skills in English and the local language.
- Exceptional conflict resolution and negotiation skills for handling demanding customers.
Preferred
- Prior experience working with premium or luxury passenger vehicle brands.
- Advanced certification in Service Management or Customer Relationship Management from a reputed OEM.
- Familiarity with digital service tools, online booking systems, and automated workshop scheduling.
Skills
Technical
DMS Operations, Workshop Load Planning, Warranty Policy Management, Technical Diagnostics, Inventory Management, MS Excel & Analytics
Soft Skills
Strategic Leadership, Crisis Management, Customer Centricity, People Management, Effective Communication
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; MBA in Operations or Marketing is highly preferred.
Experience: 8 to 12 years in Indian automotive dealership service departments.
Certifications: OEM Certified Service Advisor/Manager, Total Quality Management (TQM) or Six Sigma certification is a plus
Work Environment
Professional dealership environment requiring on-site presence 6 days a week. The role involves high interaction with both technical workshop staff and walk-in customers.
Growth Opportunities
Successful candidates can transition into Service Manager or General Manager - Service roles, overseeing multiple dealership branches within the group network.