This role involves overseeing the daily operations of an authorized automotive workshop to ensure maximum throughput and service quality. The focus is on bridging technical floor management with high-level customer satisfaction while driving the profitability of the service department.
Key Responsibilities
- Manage the entire workshop floor operations, including job card allocation, technician scheduling, and bay productivity.
- Monitor and drive Key Performance Indicators (KPIs) such as Labor Revenue, Parts Sales, and Lubricant targets.
- Lead and mentor a team of Service Advisors and Technicians to ensure adherence to OEM standard operating procedures.
- Handle complex customer escalations and ensure timely resolution to maintain high Customer Satisfaction Index (CSI) scores.
- Coordinate with the spare parts department to ensure availability of components and minimize vehicle downtime.
- Ensure all workshop equipment and diagnostic tools are maintained and calibrated according to brand standards.
- Conduct regular quality audits on repaired vehicles to minimize repeat complaints and rework.
- Prepare daily, weekly, and monthly MIS reports for the senior management and OEM representatives.
Requirements
- 3-5 years of experience in an authorized automotive service center (4-wheeler or 2-wheeler).
- Proficiency in Dealer Management Systems (DMS) such as Autoline, SAP, or MS Navision.
- Strong technical knowledge of internal combustion engines, transmissions, and electrical systems.
- Proven ability to manage a diverse team of 15-20 technical and non-technical staff.
- Excellent communication skills in the local language and English.
- Valid four-wheeler driving license.
Preferred
- OEM certification in service management from brands like Maruti Suzuki, Hyundai, or Tata Motors.
- Prior experience in handling insurance claims and surveyor coordination.
- Familiarity with Electric Vehicle (EV) safety protocols and high-voltage systems.
Skills
Technical
Diagnostic Tool Operation, Workshop Load Planning, Inventory Management, P&L Analysis, MS Office (Excel & PowerPoint)
Soft Skills
Conflict Resolution, Leadership, Customer Empathy, Crisis Management, Performance Coaching
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering; Diploma holders with significant experience will be considered.
Experience: 3 to 5 years in automotive workshop operations.
Certifications: OEM Technical Certification, Standard Workshop Safety Certification
Work Environment
Standard 6-day work week on-site at an authorized dealership workshop; requires active movement between the floor and office.
Growth Opportunities
High-performing candidates can transition into Service Manager or General Manager (Service) roles within the dealership group or join OEM regional technical teams.
