This leadership position involves overseeing the entire after-sales service operation, focusing on operational excellence and high-performance workshop management. The focus is on driving service revenue while maintaining exceptional customer satisfaction scores and strictly adhering to OEM standards.
Key Responsibilities
- Manage end-to-end workshop operations, including mechanical, body shop, and washing departments to ensure maximum capacity utilization.
- Achieve monthly service revenue targets, spare parts turnover, and value-added service (VAS) goals as per the annual business plan.
- Ensure 100% compliance with OEM service standards, quality control protocols, and workshop identity norms.
- Monitor and improve Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) through effective grievance handling and proactive customer engagement.
- Analyze Dealer Management System (DMS) reports to optimize technician productivity, bay efficiency, and overall labor revenue.
- Lead and mentor a large team of Service Advisors, Technicians, and Floor Supervisors to ensure high morale and low attrition.
- Oversee inventory management of spare parts and lubricants to minimize dead stock and ensure 95%+ parts availability.
- Maintain strategic relationships with insurance companies and surveyors for seamless accidental repair processing and claim settlement.
Requirements
- B.E./B.Tech in Automobile or Mechanical Engineering from a recognized university.
- 5-8 years of experience in automotive service operations, with at least 2 years in a leadership or assistant manager role.
- Proven track record of managing workshop operations for reputed passenger or commercial vehicle OEMs.
- In-depth knowledge of workshop management systems and Dealer Management Systems (DMS).
- Strong understanding of P&L management, including labor revenue and spare parts margins.
- Excellent communication skills in English and the local regional language.
Preferred
- MBA in Operations or Marketing from a Tier 1/2 institute.
- Previous experience handling premium or luxury automotive brands in the Indian market.
- Certification in Six Sigma or Lean Workshop Management practices.
- Existing relationships with local insurance surveyors and RTO authorities.
Skills
Technical
Workshop Operations Management, P&L Analysis, Inventory Management, DMS Proficiency, Technical Diagnostics Knowledge, Warranty Policy Administration
Soft Skills
Strategic Leadership, Conflict Resolution, Customer Centricity, Stakeholder Management, Performance Coaching
Qualifications
Education: B.E./B.Tech (Automobile/Mechanical); MBA preferred
Experience: 5-8 years in Indian Automotive After-sales sector
Certifications: OEM Managerial Certification, Health & Safety (HSE) Training
Work Environment
This is a full-time, on-site role based at the dealership's primary service facility, typically involving a 6-day work week in line with standard Indian automotive industry hours.
Growth Opportunities
Successful candidates can transition into Regional Service Manager roles within the OEM network or move into Dealership Principal/VP Operations positions within the group.
