Service Manager

This role involves overseeing the entire workshop lifecycle, from vehicle intake to final delivery, ensuring peak operational efficiency and profitability. It focuses on maintaining high standards of service quality while leading a multidisciplinary team of technicians and advisors to meet organizational goals. The position acts as the primary liaison between the dealership and the OEM to ensure strict adherence to brand guidelines and technical protocols.

Key Responsibilities

• Manage daily workshop operations, including job card opening, floor management, and ensuring timely vehicle delivery to customers.
• Lead and mentor a team of Service Advisors, Technicians, and support staff to achieve monthly service and labor revenue targets.
• Monitor and improve the Customer Satisfaction Index (CSI) and Post-Service Feedback (PSF) scores through process improvements.
• Analyze workshop productivity and technician efficiency to optimize workflow and reduce vehicle turnaround time (TAT).
• Ensure 100% compliance with OEM service standards, safety protocols, and warranty processing guidelines.
• Handle complex customer grievances and technical escalations to ensure a resolution within defined timelines.
• Oversee the inventory of spare parts and consumables in coordination with the parts manager to prevent stock-outs.
• Conduct regular training sessions for the technical team on new vehicle models and updated diagnostic equipment.

Requirements

• Strong operational knowledge of Dealer Management Systems (DMS) such as Autoline, SAP, or MS Dynamics.
• Solid understanding of automotive mechanical systems, electronic diagnostics, and workshop safety standards.
• Proven ability to manage a team and drive performance in a target-oriented automotive environment.
• Excellent communication skills in English and the local regional language for effective customer handling.
• Proficiency in Microsoft Office, particularly Excel, for generating service reports and performance data analysis.

Preferred

• Prior experience working with a major Indian or Global OEM dealership (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Toyota).
• Knowledge of lean workshop practices and 5S methodology to improve floor efficiency.
• Valid four-wheeler driving license and a clean driving record for testing and quality checks.

Skills

Technical

Workshop Load Management, Inventory Control, P&L Management, Automotive Diagnostics, Warranty Management

Soft Skills

Conflict Resolution, Team Leadership, Customer Relationship Management, Strategic Planning

Qualifications

Education: B.E. / B.Tech in Automobile or Mechanical Engineering; Diploma holders with extensive experience may also be considered.

Experience: 3-5 years of experience in automotive service operations, with at least 1-2 years in a supervisory or team lead capacity.

Certifications: OEM Service Excellence Certification, Automotive Technical Training Certificate, Health and Safety (HSE) Training

Work Environment

Standard authorized dealership workshop environment. Requires 6 days of on-site presence per week with standard shift timings from 9:00 AM to 6:30 PM.

Growth Opportunities

Successful candidates can progress to Senior Service Manager or General Manager (Service) roles within the dealership group or transition into regional technical/service roles at the OEM level.