This leadership role involves overseeing the daily operations of a high-volume automotive service facility to ensure maximum productivity and strict adherence to OEM quality standards. The focus is on driving service excellence through efficient floor management, technical mentorship, and proactive customer relationship management.
Key Responsibilities
- Manage the end-to-end workshop floor operations, ensuring optimal bay utilization and technician productivity.
- Monitor and maintain the highest standards of repair quality to minimize repeat complaints and ensure vehicle safety.
- Liaise with the OEM technical team for complex diagnostic issues and ensure compliance with brand-specific service protocols.
- Optimize workshop profitability by managing labor revenue, spare parts inventory turnover, and overhead costs.
- Lead, mentor, and conduct performance reviews for a team of service advisors, floor supervisors, and technicians.
- Oversee the implementation of health and safety regulations (HSE) and maintain workshop equipment in top working condition.
- Handle high-level customer escalations and ensure timely resolution to maintain a high Customer Satisfaction Index (CSI).
- Analyze daily MIS reports to track Key Performance Indicators (KPIs) and implement corrective actions where necessary.
Requirements
- Minimum 8-12 years of experience in automotive service operations, with at least 3 years in a managerial capacity.
- Proven track record of managing large teams in an authorized dealership environment.
- In-depth knowledge of workshop management systems and Dealer Management Software (DMS).
- Strong technical understanding of modern engine management systems and vehicle electronics.
- Experience in managing P&L for a service center or a large workshop unit.
- Excellent communication skills in English and the local regional language.
Preferred
- Prior experience working with premium or luxury automotive brands.
- Certification in Lean Six Sigma or other process improvement methodologies.
- Existing relationships with local RTO and insurance surveyors for claim processing.
Skills
Technical
Advanced Vehicle Diagnostics, Inventory Management, DMS Proficiency (e.g., SAP, Autoline, or MS Dynamics), Warranty Claim Processing, Workshop Resource Planning
Soft Skills
Conflict Resolution, Strategic Leadership, Analytical Thinking, Time Management, Customer Centricity
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; MBA in Operations is a plus.
Experience: 8 to 12 years of core experience in Automotive Workshop Operations.
Certifications: OEM Certified Workshop Manager, Advanced Technical Training Certification
Work Environment
This is a full-time, on-site role based at the dealership workshop. Standard working hours are 6 days a week, typically from 9:00 AM to 6:30 PM, requiring presence on the shop floor.
Growth Opportunities
Successful candidates can transition into roles such as Service Manager, General Manager (Service), or Regional Service Head within the OEM or dealership group network.