This leadership role involves overseeing the entire workshop operations to ensure peak efficiency and high-quality vehicle maintenance. The focus is on driving service revenue, maintaining strict OEM compliance, and delivering an exceptional after-sales experience to build long-term customer loyalty.
Key Responsibilities
- Manage end-to-end workshop operations, including floor management, job card opening, and vehicle delivery timelines.
- Monitor and improve the Customer Satisfaction Index (CSI) and Post Service Follow-up (PSF) scores to meet OEM benchmarks.
- Lead and mentor a diverse team of Service Advisors, Technicians, and support staff to achieve productivity targets.
- Oversee the warranty claim process and ensure 100% compliance with manufacturer guidelines to minimize rejections.
- Analyze monthly workshop P&L statements and implement strategies to optimize labor and parts revenue.
- Supervise spare parts inventory levels and coordinate with the parts department to ensure high fill rates.
- Handle complex customer grievances and technical escalations to ensure swift and satisfactory resolution.
- Implement and monitor safety protocols and 5S standards across the workshop floor.
Requirements
- 5 to 8 years of experience in automotive service operations at an authorized dealership.
- In-depth knowledge of Dealer Management Systems (DMS) like Autoline, Incadea, or SAP.
- Proven track record of managing a team of at least 15-20 staff members.
- Strong technical understanding of modern vehicle diagnostics and repair procedures.
- Excellent communication skills in English and the local regional language.
- Ability to work in a high-pressure environment with strict monthly targets.
Preferred
- Experience working with premium or luxury passenger vehicle brands.
- Prior experience in handling OEM audits and technical training programs.
- Knowledge of insurance claim processes and IRDA regulations.
Skills
Technical
Workshop Load Planning, Inventory Management, Financial Acumen (P&L), Technical Diagnostics, Warranty Management
Soft Skills
Conflict Resolution, Strategic Leadership, Customer Centricity, Analytical Thinking, Time Management
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; MBA in Operations is a plus
Experience: 5-8 years in Automotive After-sales
Certifications: OEM Certified Service Manager, Lean Six Sigma Green Belt (Preferred)
Work Environment
Standard automotive workshop environment with a 6-day work week; involves significant time on the shop floor and interaction with customers.
Growth Opportunities
Potential to transition into a Regional Service Manager role or General Manager (After-sales) within the dealer group or corporate OEM roles.