Oversee daily workshop operations to ensure high productivity and service quality while maintaining strict adherence to OEM guidelines. This role focuses on driving profitability through efficient resource allocation and fostering a customer-centric culture within the technical team.
Key Responsibilities
- Manage day-to-day workshop operations including job card opening, floor management, and timely vehicle delivery.
- Monitor and improve key performance indicators (KPIs) such as labor revenue, parts sales, and bay productivity.
- Lead and mentor a team of Service Advisors, Technicians, and support staff to achieve monthly service targets.
- Ensure 100% compliance with OEM service standards, safety protocols, and workshop audit requirements.
- Handle escalated customer complaints and ensure high Customer Satisfaction Index (CSI) scores through effective resolution.
- Oversee inventory management for spare parts, consumables, and specialized workshop tools to minimize dead stock.
- Conduct regular technical training sessions and performance reviews for the workshop staff to bridge skill gaps.
- Coordinate with the insurance department for accidental repair approvals and timely claim settlements.
Requirements
- Proven experience working in an authorized dealership workshop for a leading OEM.
- Deep understanding of Dealer Management Systems (DMS) such as Autoline, SAP, or proprietary OEM software.
- Strong technical knowledge of modern vehicle diagnostics, engine overhauling, and electrical repair procedures.
- Demonstrated ability to lead and motivate a large team of 20+ personnel.
- Excellent communication skills in English and the local regional language.
- Experience in managing workshop P&L, operational costs, and monthly billing targets.
- Valid four-wheeler driving license and clean driving record.
Preferred
- OEM-certified Service Manager status from a major manufacturer.
- Experience in managing body shop operations and paint booth productivity.
- Familiarity with Lean Six Sigma or 5S practices in a workshop environment.
Skills
Technical
Diagnostic Tool Proficiency, Inventory Management, P&L Analysis, DMS Operation, Warranty Claim Processing, Workshop Load Planning
Soft Skills
Leadership, Conflict Resolution, Crisis Management, Time Management, Customer Relationship Management
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering is preferred; Diploma holders with significant experience may apply.
Experience: 5-8 years in automotive service operations with at least 2-3 years in a supervisory or managerial role.
Certifications: OEM Service Manager Certification, Health and Safety Compliance Certification, Inventory Management Certification (optional)
Work Environment
Standard on-site workshop environment in a high-volume dealership. This role follows a 6-day work week with standard workshop hours.
Growth Opportunities
Potential for promotion to Regional Service Manager or General Manager (After-Sales) within the dealership group network.
