This role involves overseeing the end-to-end operations of the automotive workshop to ensure peak operational efficiency and service excellence. It focuses on driving revenue through labor and parts sales while maintaining high customer satisfaction scores in alignment with OEM standards.
Key Responsibilities
- Manage daily workshop operations, including job card opening, technician allocation, and timely delivery of vehicles.
- Monitor and improve Customer Satisfaction Index (CSI) and Post Service Follow-up (PSF) scores to ensure brand loyalty.
- Achieve monthly service revenue targets through labor sales, value-added services (VAS), and spare parts turnover.
- Ensure strict adherence to OEM service standards, workshop hygiene, and safety protocols at all times.
- Lead and mentor a team of Service Advisors, Technicians, and support staff to enhance individual productivity.
- Handle complex customer escalations and provide technical guidance for critical vehicle diagnostics and repairs.
- Manage inventory levels for spare parts and consumables using DMS to prevent stock-outs or excessive dead stock.
- Analyze workshop performance reports to identify bottlenecks and implement process improvements.
Requirements
- 3 to 5 years of experience in automotive service operations, preferably with a reputed OEM dealership.
- In-depth knowledge of workshop management processes and Dealer Management Systems (DMS).
- Proven track record of meeting service volume and revenue targets in a high-pressure environment.
- Strong technical understanding of modern vehicle mechanical and electrical systems.
- Excellent communication skills in English and the local regional language.
- Valid four-wheeler driving license and basic computer proficiency (MS Excel/Outlook).
Preferred
- Experience in handling insurance claims and coordination with surveyors for accidental repairs.
- Prior certification from a major automotive OEM (e.g., Maruti Suzuki, Tata Motors, Hyundai, or Mahindra).
- Exposure to Electric Vehicle (EV) service protocols and high-voltage safety standards.
Skills
Technical
DMS Proficiency, Workshop Load Management, Inventory Control, Diagnostic Tool Usage, P&L Analysis
Soft Skills
Leadership, Conflict Resolution, Customer Centricity, Time Management, Analytical Thinking
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; or Diploma in Automobile Engineering with relevant experience.
Experience: 3-5 years in a supervisory or managerial role within an authorized automotive service center.
Certifications: OEM Certified Service Manager, Service Advisor Certification, IRDA License (Optional)
Work Environment
Standard dealership workshop environment with a 6-day work week. Requires active presence on the shop floor and regular interaction with customers and OEM representatives.
Growth Opportunities
Successful candidates can progress to Senior Service Manager or Regional Service Manager roles within the dealer group or transition into OEM-side after-sales management positions.
