Service Manager

This role involves overseeing the daily operations of an authorized automotive workshop to ensure peak operational efficiency and superior service quality. It focuses on driving revenue through labor and parts sales while maintaining the highest standards of customer satisfaction and OEM compliance.

Key Responsibilities

• Manage daily workshop operations including floor supervision, job card opening, and timely vehicle delivery.

• Lead and mentor a team of Service Advisors and Technicians to achieve monthly labor and parts revenue targets.

• Monitor and improve Key Performance Indicators (KPIs) such as Customer Satisfaction Index (CSI), Workshop Productivity, and Throughput.

• Ensure strict adherence to OEM standard operating procedures (SOPs) and safety protocols within the service department.

• Handle customer escalations and complex technical grievances to ensure high retention and brand loyalty.

• Oversee the Dealer Management System (DMS) entries for accuracy in invoicing, warranty claims, and service history.

• Coordinate with the spare parts department to ensure optimum inventory levels and minimize vehicle downtime.

• Conduct regular technical training sessions and performance appraisals for the workshop staff.

Requirements

• Minimum 3-5 years of experience in automotive service operations at an authorized dealership.

• In-depth knowledge of workshop management and automotive mechanical/electrical systems.

• Proficiency in using Dealer Management Systems (DMS) like Autoline, SAP, or OEM-specific software.

• Strong leadership skills with experience managing a team of at least 10-15 members.

• Excellent communication skills in English and the local regional language.

• Valid four-wheeler driving license and sound knowledge of local traffic regulations.

Preferred

• Experience working with a major Indian or International OEM (Maruti Suzuki, Hyundai, Tata Motors, etc.).

• Familiarity with Electric Vehicle (EV) service protocols and safety standards.

• Basic understanding of GST billing, insurance claim processes, and cashless garage tie-ups.

Skills

Technical

Workshop Load Management, Inventory Control, Diagnostic Tool Proficiency, P&L Management, Warranty Policy Administration

Soft Skills

Conflict Resolution, Customer Centricity, Team Leadership, Operational Excellence, Time Management

Qualifications

Experience: 3 to 5 years in Automotive Service

Work Environment

Standard 6-day work week, on-site workshop environment with 9 AM - 6 PM shift timings.

Growth Opportunities

High-performing candidates can transition into Regional Service Manager roles or General Manager (Service) positions within the dealership network.