This leadership role involves overseeing the entire service and repair operations of a high-volume authorized service center. The focus is on optimizing workshop throughput, ensuring technical precision, and maintaining high levels of customer satisfaction and profitability.
Key Responsibilities
- Manage daily workshop operations, including job card allocation, technician productivity, and bay utilization.
- Ensure strict compliance with OEM service standards, safety protocols, and standard operating procedures (SOPs).
- Monitor Workshop P&L, focusing on labor revenue, spare parts turnover, and cost-effective resource management.
- Lead and mentor a team of Service Advisors, Technicians, and support staff to achieve monthly service targets.
- Resolve complex technical issues and handle escalated customer grievances to maintain a high Customer Satisfaction Index (CSI).
- Coordinate with the Parts Department to ensure inventory availability and minimize vehicle turnaround time (TAT).
- Conduct regular quality audits and implement corrective actions for recurring technical failures or repeat repairs.
- Liaise with OEM representatives for technical updates, warranty claims, and service campaign implementation.
Requirements
- Extensive experience in managing large-scale automotive workshops or authorized service centers.
- In-depth technical knowledge of modern IC engines, transmissions, and vehicle electronics.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or OEM-specific software.
- Strong understanding of workshop safety regulations and environmental compliance in India.
- Proven track record of managing and developing large technical teams.
- Ability to work under pressure and meet strict monthly revenue and CSI targets.
Preferred
- Prior experience with Tier-1 OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Certification in Lean Workshop Management or Six Sigma methodologies.
- Strong network within the local automotive spare parts and insurance ecosystem.
Skills
Technical
Advanced Engine Diagnostics, P&L Management, Inventory Control, Warranty Management, Predictive Maintenance Planning
Soft Skills
Conflict Resolution, Strategic Leadership, Analytical Thinking, Customer Relationship Management, Decision Making
Qualifications
Education: B.E. / B.Tech in Mechanical or Automobile Engineering (Diploma holders with significant experience will be considered)
Experience: 8 to 12 years of experience in automotive service operations
Certifications: OEM Certified Service Manager, Advanced Diagnostic Certification
Work Environment
This is a full-time, on-site position at a high-capacity workshop. Standard working hours are 6 days a week, typically from 9:30 AM to 6:30 PM, as per industry norms.
Growth Opportunities
Successful candidates can progress to Regional Service Manager or General Manager (Service) roles within the dealership group or transition into corporate roles at the OEM level.