The role involves overseeing the daily operations of the workshop to ensure maximum productivity and high levels of customer satisfaction. The incumbent is responsible for leading a technical team while maintaining strict adherence to OEM standards and safety protocols to drive service revenue and brand loyalty.
Key Responsibilities
- Manage day-to-day workshop operations including bay utilization, technician productivity, and workshop loading.
- Monitor and improve Customer Satisfaction Index (CSI) and JD Power scores through effective grievance handling and service quality control.
- Develop and execute strategies to achieve monthly service revenue, labor income, and spare parts sales targets.
- Ensure 100% compliance with OEM service standards, warranty policies, and periodic technical audits.
- Lead, mentor, and manage a team of Service Advisors, Floor Supervisors, and technical staff to ensure high performance.
- Coordinate with the spare parts department to ensure optimal inventory levels and minimize vehicle turnaround time (TAT).
- Conduct regular performance reviews and identify technical training needs for the workshop staff in coordination with the OEM training calendar.
- Implement and maintain health, safety, and environmental standards within the service facility.
Requirements
- Extensive experience in managing automotive service operations within an authorized dealership network.
- Proven ability to manage a large team of technicians and service advisors effectively.
- In-depth knowledge of Dealer Management Systems (DMS) and service scheduling software.
- Strong understanding of automotive technical diagnostics, repair processes, and warranty management.
- Excellent communication and negotiation skills to handle demanding customer situations.
- Valid four-wheeler driving license and a clean driving record.
- Ability to analyze service data and financial reports to drive profitability.
Preferred
- Previous experience working with a major Indian or International OEM brand.
- Knowledge of Lean Workshop Management and 5S workplace organization methodologies.
- Existing network within the local automotive service industry and spare parts vendors.
- Familiarity with Electric Vehicle (EV) service protocols and safety requirements.
Skills
Technical
Dealer Management System (DMS)Workshop Planning and LoadingInventory ManagementDiagnostic Tool ProficiencyWarranty ProcessingP&L Management
Soft Skills
Leadership and MentoringConflict ResolutionCustomer Relationship Management (CRM)Strategic PlanningTime Management
Qualifications
Education
B.E./B.Tech in Automobile or Mechanical Engineering preferred; Diploma in Automobile Engineering with significant experience may be considered.
Experience
5 to 8 years in automotive service, with at least 3 years in a leadership or managerial role.
Certifications
OEM Certified Service Manager, Safety and Environmental Compliance Certification, Customer Service Excellence Training
What We Offer
- Competitive salary package with high-performance monthly incentives.
- Statutory benefits including Provident Fund (PF), ESI, and Gratuity.
- Comprehensive health insurance coverage for self and immediate family.
- Regular technical and leadership training opportunities at OEM regional centers.
- Annual festival bonus and performance-linked appraisals.
- Travel and mobile reimbursement as per company policy.
Work Environment
This is a full-time, on-site role based at the dealership workshop. The environment is fast-paced and requires a 6-day work week, involving constant interaction with customers, technical teams, and OEM representatives.
Growth Opportunities
Successful candidates can progress to the role of General Manager (Service) or Regional Service Head within our expanding dealership network, overseeing multiple locations.