Service Manager

This role involves overseeing end-to-end workshop operations to ensure optimal vehicle service quality and customer satisfaction. The incumbent will lead a technical team, manage service revenue targets, and maintain strict adherence to OEM compliance standards.

Key Responsibilities

• Manage day-to-day workshop operations including service scheduling, workflow allocation, and technician productivity monitoring.
• Ensure 100% compliance with OEM service standards, safety protocols, and warranty processing guidelines.
• Monitor and drive key performance indicators including Service Absorption Rate, CSI (Customer Satisfaction Index), and workshop turnaround time.
• Lead, mentor, and train a team of service advisors and technicians to enhance technical proficiency and service quality.
• Manage spare parts inventory levels in coordination with the parts manager to minimize vehicle downtime.
• Resolve high-level customer escalations effectively while maintaining brand reputation and service excellence.
• Coordinate with regional OEM representatives for audits, training programs, and periodic performance reviews.

Requirements

• Proven experience in managing an automobile workshop environment.
• Strong understanding of DMS (Dealer Management Systems) and service billing processes.
• Ability to handle high-pressure environments and meet monthly service revenue targets.
• Deep knowledge of automotive service processes, warranty claims, and technical troubleshooting.
• Proficiency in MS Office for reporting and data management.
• Excellent leadership skills with a history of managing cross-functional teams.

Preferred

• Prior experience working with premium or high-volume passenger vehicle brands.
• Experience in implementing Lean workshop practices or 5S methodology.
• Strong local network and understanding of the regional automotive service market.

Skills

Technical

Automotive Diagnostic Tools, DMS Software Proficiency, Warranty & Claims Management, Inventory Management, Technical Problem Solving

Soft Skills

Conflict Resolution, Team Leadership, Customer Relationship Management, Decision Making, Time Management

Qualifications

Education: B.E./B.Tech in Automobile or Mechanical Engineering; MBA in Operations or Marketing is a strong advantage.

Experience: 3-5 years of experience in automotive service operations with at least 2 years in a supervisory role.

Certifications: OEM-specific Service Manager Certification, Valid Driving License

Work Environment

On-site, 6 days a week, typically 9:00 AM to 6:00 PM. The role involves being present on the workshop floor to oversee operations and interact with customers.

Growth Opportunities

Opportunity to advance to Regional Service Manager or General Manager roles within the dealership group network. Regular training and certification pathways provided by the OEM.