This leadership role involves overseeing the end-to-end operations of a high-volume automotive service center to ensure peak efficiency and adherence to brand standards. It focuses on driving revenue through service excellence while mentoring a multidisciplinary team of technicians and service advisors to deliver superior vehicle maintenance and repair solutions.
Key Responsibilities
- Manage daily workshop operations including floor control, job card monitoring, and resource allocation to ensure timely vehicle delivery.
- Enforce strict adherence to OEM service standards, safety protocols, and technical guidelines across all repair processes.
- Monitor and improve workshop productivity, labor efficiency, and bay utilization rates to maximize service revenue.
- Resolve escalated customer grievances and complex technical issues, maintaining high Customer Satisfaction Index (CSI) and NPS scores.
- Lead, train, and mentor a team of service advisors, technicians, and floor supervisors to foster a culture of technical excellence.
- Oversee inventory management of spare parts and lubricants, coordinating with the parts department to minimize vehicle downtime.
- Analyze service data and financial reports to manage operational costs and achieve monthly P&L and service targets.
- Ensure compliance with environmental and safety regulations, including hazardous waste disposal and workshop cleanliness.
Requirements
- Proven experience in managing a large-scale automotive workshop or dealership service center.
- Expert knowledge of Dealer Management Systems (DMS) such as Autoline, SAP, or proprietary OEM software.
- Strong technical understanding of modern automotive electronics, engine diagnostics, and mechanical systems.
- Demonstrated ability to lead and manage a diverse workforce of 20+ technical and administrative staff.
- Excellent communication skills in English and the local language for effective customer and OEM interaction.
- Solid understanding of workshop financial metrics, including labor sales, parts margins, and overheads.
Preferred
- Prior experience working with a Tier-1 Passenger Vehicle or Commercial Vehicle OEM.
- Certification in Lean Workshop Management or Six Sigma methodologies.
- Hands-on experience with Electric Vehicle (EV) service protocols and high-voltage safety training.
Skills
Technical
Diagnostic Tool Proficiency, Inventory Management, Labor Cost Analysis, Workshop Planning, DMS Operations, Warranty Policy Administration
Soft Skills
Leadership, Conflict Resolution, Customer Relationship Management, Analytical Thinking, Time Management
Qualifications
Education: B.E. / B.Tech in Automobile or Mechanical Engineering (MBA in Operations is a plus)
Experience: 5-8 years of experience in automotive service operations
Certifications: OEM Certified Service Manager, Advanced Automotive Diagnostics Certification
Work Environment
Standard 6-day work week on-site at the workshop facility, involving high-activity coordination between the shop floor and administrative offices.
Growth Opportunities
Successful candidates can transition into roles such as Service Manager, General Manager (Service), or Regional Service Head within the dealership group or OEM network.
