SERVICE MANAGER

This position oversees the entire workshop operations to ensure optimal vehicle service delivery and customer satisfaction. The role requires a strategic leader who can manage technical teams, maintain OEM compliance, and drive operational profitability through efficient resource management.

Key Responsibilities

• Lead and mentor the workshop team, including technicians, service advisors, and support staff to achieve daily productivity targets.
• Ensure strict adherence to OEM service protocols, quality standards, and safety guidelines across the workshop floor.
• Manage workshop P&L by monitoring labor utilization, parts inventory levels, and operational overheads.
• Resolve high-level customer escalations and maintain a high Net Promoter Score (NPS) through effective grievance redressal.
• Coordinate with OEM representatives for training, warranty claims processing, and periodic service audits.
• Implement digital service initiatives and DMS (Dealer Management System) processes to improve workflow efficiency.
• Monitor service revenue targets and implement strategic campaigns to increase workshop throughput and vehicle retention.

Requirements

• Proven experience in managing automotive workshop operations for a reputable dealership.
• In-depth knowledge of Dealer Management Systems (DMS) and service scheduling software.
• Strong understanding of automotive technical systems, including diagnostics and maintenance procedures.
• Exceptional leadership skills with the ability to manage diverse teams in a fast-paced environment.
• Proficiency in local language, Hindi, and professional English for customer and OEM communication.
• Valid driving license for four-wheelers.

Preferred

• Prior experience working with premium or high-volume automotive brands.
• Hands-on experience in managing EV-specific service infrastructure.
• Certification in Six Sigma or Lean workshop management practices.

Skills

Technical

Automotive Diagnostic Tools, DMS Operations, Warranty Claim Management, Inventory Control, Service SOP Compliance

Soft Skills

Conflict Resolution, Strategic Planning, Team Leadership, Customer Relationship Management, Analytical Problem Solving

Qualifications

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

Experience: 5-8 years of experience in automotive after-sales or workshop management.

Certifications: OEM-specific Service Management Certification, First-aid and Fire Safety Certification

Work Environment

This is a full-time, on-site position based in a professional workshop environment. The role requires 6 days of work per week with standard business hours, though flexibility may be required to manage peak service loads.

Growth Opportunities

The organization provides a clear career path toward General Manager (After-sales) or Regional Service Head roles. We offer regular OEM training programs, leadership development workshops, and internal promotion opportunities across our pan-India dealership network.