This leadership role involves overseeing the entire after-sales operations, ensuring high levels of workshop productivity, and driving departmental profitability. The focus is on strategic planning, maintaining OEM service standards, and fostering a culture of excellence in customer service and technical delivery.
Key Responsibilities
- Direct and manage the overall service operations, including mechanical, bodyshop, and spare parts departments across multiple outlets.
- Develop and execute strategic plans to achieve monthly service intake, labor revenue, and parts sales targets.
- Monitor and improve Customer Satisfaction Index (CSI) and Net Promoter Scores (NPS) to meet or exceed OEM benchmarks.
- Manage the departmental P&L, including budget preparation, cost control, and financial reporting to the management.
- Maintain strong relationships with OEM representatives to ensure compliance with service audits, warranty policies, and training requirements.
- Optimize workshop productivity and technician efficiency through effective floor management and resource allocation.
- Lead, mentor, and conduct performance appraisals for a large team of Service Advisors, Workshop Managers, and Technical staff.
- Oversee inventory management of spare parts and lubricants to ensure optimal stock levels and minimize obsolescence.
Requirements
- B.E. or B.Tech in Automobile or Mechanical Engineering.
- Minimum 12-15 years of experience in automotive service operations with at least 5 years in a senior leadership role.
- Extensive knowledge of Dealer Management Systems (DMS) and workshop management software.
- Proven track record of managing large-scale workshop operations and achieving high CSI scores.
- Strong financial acumen with experience in P&L management and budgeting.
- Exceptional leadership and people management skills to handle a diverse workforce.
Preferred
- MBA in Operations or General Management from a recognized institute.
- Prior experience working with a leading Passenger Vehicle (PV) or Commercial Vehicle (CV) OEM.
- Certification in Lean Six Sigma or similar process improvement methodologies.
Skills
Technical
Service Operations Management, P&L Analysis, Inventory Management, Warranty Policy Administration, Workshop Diagnostic Tools, Regulatory Compliance (Pollution/Safety)
Soft Skills
Strategic Leadership, Conflict Resolution, Stakeholder Management, Customer Experience Management, Analytical Thinking
Qualifications
Education: B.E./B.Tech (Automobile/Mechanical) is mandatory; MBA is highly preferred.
Experience: 12 to 20 years in the Indian Automotive After-sales industry.
Certifications: OEM Certified Service Manager, Safety and Compliance Certification
Work Environment
Standard 6-day work week in a high-pressure workshop and office environment; requires frequent travel to different branch locations.
Growth Opportunities
High-performing candidates can transition into roles such as Vice President (Service), Group Service Head, or Regional Operations Head within the dealership network.
