This role involves overseeing the entire workshop operations to ensure seamless vehicle servicing and high operational efficiency. It focuses on driving revenue through labor and parts sales while maintaining stringent quality standards and exceptional customer satisfaction ratings.
Key Responsibilities
- Manage day-to-day workshop operations, including floor supervision, job card opening, and vehicle delivery timelines.
- Monitor and improve the Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) through proactive grievance handling.
- Oversee the performance of Service Advisors and Technicians, ensuring adherence to OEM technical protocols and safety standards.
- Analyze workshop productivity and technician efficiency to optimize bay utilization and reduce turnaround time.
- Manage inventory levels for spare parts and consumables in coordination with the parts department to minimize stock-outs.
- Ensure 100% compliance with OEM warranty policies and documentation for timely claim processing.
- Conduct regular technical training sessions and performance reviews for the service team to bridge skill gaps.
- Drive value-added services (VAS) and AMC sales to achieve monthly service revenue targets.
Requirements
- Extensive experience in managing workshop operations within an authorized automobile dealership.
- Proficiency in using Dealer Management Systems (DMS) such as Autoline, e-DMS, or SAP.
- Strong technical knowledge of internal combustion engines, vehicle electronics, and diagnostic tools.
- Proven ability to lead a diverse team of technical and non-technical staff.
- Excellent communication skills in English and the local regional language.
- In-depth understanding of workshop P&L and cost management.
Preferred
- Prior experience with major OEMs like Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Certification in Six Sigma or Lean Workshop Management.
- Experience handling Electric Vehicle (EV) service protocols.
Skills
Technical
Diagnostic Tool Operation, Inventory Management, Workshop Planning, Warranty Management, DMS Proficiency
Soft Skills
Leadership, Conflict Resolution, Customer Empathy, Time Management, Analytical Thinking
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering
Experience: 3-5 years in automotive service department with at least 1 year in a supervisory role
Certifications: OEM Service Manager Certification, Internal Auditor Certification for ISO standards
Work Environment
On-site workshop environment with a standard 6-day work week. Requires active movement between the office and the shop floor.
Growth Opportunities
Potential to transition into General Manager (Service) or Regional Service Manager roles within the OEM or dealership group network.
