Oversee the end-to-end operations of the service department to ensure maximum profitability and operational excellence. This role focuses on maintaining high standards of vehicle maintenance while fostering strong relationships with both the OEM and the customer base.
Key Responsibilities
- Manage daily workshop operations including floor management, technician allocation, and quality control processes.
- Drive service revenue growth through proactive marketing, value-added services (VAS), and effective customer retention strategies.
- Ensure 100% compliance with OEM standards, service processes, and warranty guidelines to maintain dealership certification.
- Monitor and improve Customer Satisfaction Index (CSI) and Voice of Customer (VOC) scores through prompt grievance redressal.
- Analyze workshop performance reports via DMS to identify operational bottlenecks and implement productivity improvements.
- Lead, mentor, and train a team of Service Advisors and Technicians to achieve individual and departmental targets.
- Oversee spare parts inventory management and ensure the upkeep of workshop tools and diagnostic equipment.
- Prepare and present monthly P&L reports and operational reviews to the management and OEM regional offices.
Requirements
- 8-12 years of experience in automotive service operations within an authorized dealership.
- Proven track record of managing a high-volume workshop and achieving financial targets.
- In-depth knowledge of Dealer Management Systems (DMS) such as SAP, Oracle, or proprietary OEM software.
- Strong understanding of workshop P&L, labor productivity, and inventory management metrics.
- Excellent communication skills in English and the local regional language.
- Ability to handle high-pressure situations and resolve complex customer escalations.
Preferred
- Experience working with leading passenger vehicle or commercial vehicle OEMs.
- MBA in Operations or Marketing from a recognized institute.
- Existing certifications in Lean Six Sigma or Workshop Management from an OEM.
Skills
Technical
Workshop Management, Diagnostic Tool Proficiency, Inventory Control, OEM Compliance, Warranty Management, Financial Analysis
Soft Skills
Strategic Planning, Conflict Resolution, People Management, Customer Centricity, Leadership
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; MBA preferred
Experience: Minimum 8 years in the automotive service industry with at least 3 years in a managerial role
Certifications: OEM Certified Service Manager, Health & Safety (HSE) Certification
Work Environment
This is a full-time, on-site role based at an authorized service center. Standard working hours are 6 days a week, typically from 9:00 AM to 6:00 PM, with additional hours required during peak service periods or month-end closing.
Growth Opportunities
Successful candidates can transition into roles such as General Manager (Service), Regional Service Head, or move into corporate roles within the OEM network focusing on service quality and network development.