Responsible for overseeing day-to-day operations of the service center to ensure maximum efficiency and profitability. This role focuses on optimizing workshop throughput while maintaining the highest levels of customer satisfaction and technical compliance as per OEM standards.
Key Responsibilities
- Manage daily workshop operations, including floor productivity, vehicle flow, and bay utilization.
- Oversee a team of technicians, service advisors, and support staff to ensure timely delivery of serviced vehicles.
- Monitor and improve Customer Satisfaction Index (CSI) and Post-Service Follow-up (PSF) scores.
- Ensure strict adherence to OEM service processes, safety protocols, and quality standards.
- Coordinate with the spare parts department to ensure availability of components and minimize lead times.
- Analyze workshop performance reports and implement strategies to achieve monthly labor revenue targets.
- Conduct technical training sessions and performance reviews for the workshop team.
- Handle escalated customer complaints and provide technical resolutions for complex vehicle issues.
Requirements
- Minimum 5-8 years of experience in automotive workshop management.
- Proven track record of managing a team of 15+ members in a dealership environment.
- In-depth knowledge of Dealer Management Systems (DMS) like Autoline, SAP, or similar.
- Strong understanding of automotive mechanical and electrical systems.
- Excellent communication skills in English and the local language.
- Valid four-wheeler driving license and technical diagnostic ability.
Preferred
- Experience working with Tier-1 passenger vehicle or commercial vehicle brands.
- Prior experience in managing EV (Electric Vehicle) service protocols.
- Familiarity with lean management or 5S practices in a workshop environment.
- Strong networking skills with OEM technical representatives.
Skills
Technical
Inventory Management, Diagnostic Tool Proficiency, P&L Management, Manpower Planning, Quality Control
Soft Skills
Leadership, Conflict Resolution, Time Management, Customer Centricity
Qualifications
Education: B.E./B.Tech in Automobile or Mechanical Engineering; Diploma holders with exceptional experience will be considered.
Experience: 5-8 years in an authorized automotive service center.
Certifications: OEM Certified Workshop Manager, Six Sigma (Green Belt) preferred, Advanced Technical Diagnostic Certification
Work Environment
This is a full-time, on-site role requiring 6 days of work per week in a fast-paced workshop setting with standard shift timings.
Growth Opportunities
High-performing candidates can transition into Service Manager or Regional Service Head roles within the dealership group network.