This role involves overseeing the daily operations of a high-volume service center to ensure maximum efficiency and profitability. The primary focus is on managing technical staff, maintaining OEM quality standards, and delivering an exceptional customer service experience through effective resource allocation.
Key Responsibilities
- Manage daily workshop operations, including job card allocation, bay productivity, and technician workflow optimization.
- Ensure 100% compliance with OEM service standards, technical protocols, and warranty guidelines.
- Monitor and improve key performance indicators such as Turn Around Time (TAT) and First Time Right (FTR) ratios.
- Lead and mentor a team of Service Advisors, Technicians, and floor supervisors through regular training and performance reviews.
- Handle complex customer escalations and technical grievances to maintain a high Customer Satisfaction Index (CSI).
- Oversee inventory management for spare parts, lubricants, and specialized workshop tools to prevent operational delays.
- Conduct regular safety audits and ensure the workshop adheres to environmental and occupational health standards.
- Analyze monthly workshop P&L statements to identify cost-saving opportunities and revenue growth areas.
Requirements
- Extensive experience in managing authorized automotive service centers for passenger or commercial vehicles.
- In-depth knowledge of Dealer Management Systems (DMS) such as SAP, Oracle, or proprietary OEM platforms.
- Strong understanding of automotive mechanical systems, electronics, and diagnostic equipment.
- Proven ability to manage a workforce of 20+ technical and administrative staff.
- Excellent communication skills in English and the local regional language.
- Valid four-wheeler driving license and technical troubleshooting expertise.
Preferred
- Prior experience working with premium or luxury automotive brands.
- Certification in Lean Six Sigma or similar process improvement methodologies.
- Knowledge of Electric Vehicle (EV) service protocols and high-voltage safety.
Skills
Technical
Diagnostic Tool Proficiency, Inventory Management, Workshop Load Planning, Warranty Processing, P&L Management
Soft Skills
Leadership, Conflict Resolution, Strategic Planning, Customer Empathy, Decision Making
Qualifications
Education: B.E. or B.Tech in Automobile / Mechanical Engineering (Diploma holders with significant experience may be considered)
Experience: 5-8 years in automotive workshop operations, with at least 2 years in a supervisory role
Certifications: OEM Certified Service Manager, Health and Safety (HSE) Certification
Work Environment
Standard 6-day work week in an on-site workshop setting, requiring active presence on the shop floor and coordination with the spare parts and sales departments.
Growth Opportunities
Successful candidates can transition into roles such as Service Manager, Regional Service Head, or General Manager - Aftersales within the dealership network.
