This role involves overseeing the entire workshop operations to ensure high levels of customer satisfaction and operational efficiency. The focus is on optimizing service revenue, managing a diverse team of advisors and technicians, and maintaining strict compliance with OEM standards and safety protocols.
Key Responsibilities
- Manage daily workshop operations including job card allocation, resource planning, and workflow optimization to ensure timely vehicle delivery.
- Monitor and drive key performance indicators (KPIs) such as labor productivity, workshop loading, and spare parts turnover.
- Ensure 100% compliance with OEM service standards, warranty guidelines, and technical campaign implementations.
- Handle escalated customer grievances personally to maintain high Customer Satisfaction Index (CSI) and Post Service Follow-up (PSF) scores.
- Lead, mentor, and identify training needs for service advisors, floor supervisors, and the technical team.
- Oversee inventory management of spare parts and consumables to minimize dead stock and ensure availability for repairs.
- Analyze monthly service P&L statements and implement cost-control measures to improve department profitability.
- Collaborate with the sales department to ensure seamless Pre-Delivery Inspections (PDI) and a positive initial ownership experience for customers.
Requirements
- Extensive experience in managing automotive workshop operations at an authorized OEM dealership.
- In-depth knowledge of Dealer Management Systems (DMS) like Autoline, SAP, or proprietary OEM software.
- Proven track record of meeting service revenue targets and managing workshop throughput.
- Strong technical understanding of mechanical, electrical, and electronic systems in modern vehicles.
- Excellent leadership skills with the ability to manage a team of 20+ staff members.
- Working knowledge of GST, labor laws, and workshop safety regulations.
- Proficiency in MS Excel for generating daily, weekly, and monthly performance reports.
Preferred
- Experience working with premium or luxury automotive brands in the Indian market.
- Certification in Lean Workshop Management or Six Sigma methodologies.
- Existing relationships with insurance surveyors for efficient accidental claim processing.
Skills
Technical
Workshop ManagementP&L ManagementInventory ControlDiagnostic Tools ProficiencyOEM ComplianceWarranty Management
Soft Skills
Strategic PlanningConflict ResolutionCustomer Relationship ManagementTeam BuildingNegotiationCrisis Management
Qualifications
Education
B.E. / B.Tech in Automobile or Mechanical Engineering; MBA in Operations or Marketing is highly preferred.
Experience
5-8 years of experience in automotive service, with at least 2-3 years in a leadership or supervisory role.
Certifications
OEM Service Manager Certification, IRDA license (preferred for insurance coordination)
Work Environment
This is a full-time, on-site role based at the dealership workshop. It requires a 6-day work week and involves significant time on the shop floor coordinating with technical teams and interacting with customers.
Growth Opportunities
Successful candidates can transition into roles such as Regional Service Manager, General Manager - Aftersales, or move into corporate roles within the OEM's service vertical.