This role involves overseeing the daily operations of the service department to ensure high standards of vehicle maintenance and repair. Focus is placed on optimizing workshop productivity, maintaining OEM compliance, and delivering an exceptional customer service experience to drive brand loyalty.
Key Responsibilities
- Manage end-to-end workshop operations, including technician scheduling, bay utilization, and quality control processes.
- Monitor and drive key performance indicators (KPIs) such as Labor Revenue, Parts Sales, and Average Job Card Value.
- Ensure strict adherence to OEM service standards, technical guidelines, and warranty claim procedures.
- Lead, mentor, and train a team of Service Advisors and Technicians to improve technical competency and customer handling.
- Resolve escalated customer grievances and maintain high Customer Satisfaction Index (CSI) or Net Promoter Scores (NPS).
- Oversee inventory management for spare parts and consumables to ensure optimal stock levels and minimize obsolescence.
- Conduct regular safety audits and ensure the workshop complies with all environmental and occupational health standards.
- Analyze monthly service reports and present performance data to the dealership leadership and OEM representatives.
Requirements
- Minimum 3-5 years of experience in automotive service operations at an authorized dealership.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or proprietary OEM software.
- Strong technical knowledge of internal combustion engines, vehicle electronics, and diagnostic tools.
- Proven track record of managing a technical team and meeting monthly service targets.
- Excellent communication skills in English and the local regional language.
- Valid four-wheeler driving license.
Preferred
- Prior experience working with a leading passenger car or commercial vehicle OEM.
- Knowledge of Lean Six Sigma principles for workshop efficiency.
- Experience in handling insurance estimations and coordinating with surveyors.
Skills
Technical
Workshop ManagementDMS ProficiencyWarranty AdministrationInventory ControlP&L ManagementVehicle Diagnostics
Soft Skills
LeadershipConflict ResolutionCustomer CentricityAnalytical ThinkingTime Management
Qualifications
Education
B.E. / B.Tech in Automobile or Mechanical Engineering (Diploma holders with significant experience may apply)
Experience
3 to 5 years of relevant experience in a dealership service environment
Certifications
OEM Service Manager Certification, Technical Training Certification
What We Offer
- Competitive salary with performance-linked monthly incentives
- Statutory benefits including Provident Fund (PF) and ESI
- Comprehensive health insurance for self and family
- Annual festival bonus and Gratuity (as per policy)
- Regular OEM training and professional development opportunities
- Travel and mobile reimbursement for official duties
Work Environment
Standard dealership workshop environment requiring on-site presence 6 days a week. The role involves a mix of administrative reporting and active floor supervision.
Growth Opportunities
Successful candidates can progress to the role of General Manager (Service) or move into Regional Service Manager positions within the OEM or larger dealership group.