This leadership position focuses on spearheading the entire after-sales operation of the dealership, ensuring maximum workshop productivity and profitability. The role involves managing large-scale service teams, maintaining high customer satisfaction indices, and ensuring strict compliance with OEM standards and service protocols.
Key Responsibilities
- Oversee daily workshop operations including bay productivity, technician efficiency, and quality control processes.
- Manage the departmental P&L, focusing on revenue generation from labor, spare parts, and value-added services.
- Develop and implement strategies to improve Customer Satisfaction Index (CSI) and Voice of Customer (VOC) scores.
- Monitor inventory levels for spare parts and lubricants to ensure optimal stock turnover and minimize dead stock.
- Lead and mentor a diverse team of Service Advisors, Floor Supervisors, and Technicians through regular training and performance reviews.
- Liaise with OEM regional offices for warranty claims, technical escalations, and service campaign implementation.
- Analyze Dealer Management System (DMS) data to track service penetration and customer retention rates.
- Ensure 100% compliance with safety standards, environmental regulations, and workshop housekeeping (5S).
Requirements
- Extensive knowledge of workshop management and after-sales operations in the Indian automotive sector.
- Proven track record of managing a high-volume authorized service center.
- Strong understanding of spare parts management and inventory control systems.
- Proficiency in using Dealer Management Systems (DMS) such as SAP, Oracle, or proprietary OEM software.
- Excellent leadership skills with the ability to manage a workforce of 30+ employees.
- In-depth knowledge of warranty procedures and OEM technical manuals.
- Ability to handle high-pressure customer escalations and conflict resolution.
Preferred
- Experience working with premium or luxury automotive brands.
- Strong network within the local automotive spare parts and vendor ecosystem.
- Advanced certification in workshop management from a reputed OEM.
- Knowledge of EV (Electric Vehicle) service protocols and high-voltage safety.
Skills
Technical
P&L Management, Workshop Load Planning, Inventory Management, Diagnostic Tool Proficiency, Technical Troubleshooting, Data Analytics
Soft Skills
Strategic Leadership, Customer Relationship Management, Negotiation, Conflict Resolution, Interpersonal Communication
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; MBA in Operations is highly preferred.
Experience: 5-8 years of experience in automotive service operations, with at least 2 years in a managerial role.
Certifications: OEM Certified Service Manager, Six Sigma Green Belt (Optional), Safety Management Certification
Work Environment
Standard dealership workshop environment requiring 6 days a week on-site presence. The role involves a mix of office-based strategic planning and active floor management.
Growth Opportunities
Successful candidates can progress to Regional Service Manager roles within the dealership group or transition into Corporate After-Sales roles at the OEM level.