This leadership position focuses on overseeing the entire workshop operations to ensure peak efficiency and high-quality vehicle maintenance. The role involves managing technical teams, optimizing service revenue, and maintaining stringent adherence to OEM standards while delivering an exceptional post-sales experience to every customer.
Key Responsibilities
- Oversee daily workshop operations, including floor management, job card opening, and timely vehicle delivery.
- Drive service revenue through value-added services, labor sales, and genuine parts turnover to meet monthly P&L targets.
- Monitor and improve Customer Satisfaction Index (CSI) and Post-Service Follow-up (PSF) scores to ensure brand loyalty.
- Manage a diverse team of Service Advisors, Technicians, and support staff, including performance reviews and technical training coordination.
- Ensure strict compliance with OEM guidelines, safety protocols, and workshop equipment maintenance schedules.
- Analyze workshop productivity and technician efficiency, implementing process improvements to reduce repeat repairs.
- Handle escalated customer grievances professionally to maintain the dealership's reputation.
- Coordinate with the spare parts department to ensure optimum inventory levels and minimize vehicle downtime.
Requirements
- Minimum 5-8 years of experience in automotive service operations with at least 2 years in a leadership role.
- Proven track record of managing workshop P&L and achieving service targets.
- In-depth knowledge of Dealer Management Systems (DMS) and workshop scheduling software.
- Strong understanding of modern automotive technology, diagnostics, and mechanical systems.
- Excellent command over local language and English for effective communication with customers and OEM representatives.
- Valid four-wheeler driving license is mandatory.
Preferred
- Experience working with Tier-1 passenger vehicle or commercial vehicle OEMs.
- MBA in Operations or Marketing is a significant advantage.
- Certification in Lean Six Sigma or similar process improvement methodologies.
Skills
Technical
Workshop Management Software, P&L Analysis, Inventory Management, Technical Diagnostics, Resource Allocation
Soft Skills
Strategic Leadership, Conflict Resolution, Customer Relationship Management, Team Mentoring, Analytical Thinking
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering
Experience: 5 to 8 years in Automotive After-Sales/Service
Certifications: OEM Certified Service Manager, Health and Safety Compliance Certification
Work Environment
On-site workshop and office environment. Standard 6-day work week (9:00 AM - 6:30 PM). Requires frequent movement between the workshop floor and customer lounge.
Growth Opportunities
High-performing candidates can transition into Regional Service Manager roles or General Manager (Aftersales) positions within the dealership network or move into corporate roles at the OEM level.