To manage and control the complete Service Department of the Tata Motors Commercial Vehicle dealership, ensuring high customer satisfaction, quality repairs, minimum vehicle turnaround time, workshop productivity and profitability.
The Service Manager will be responsible for achieving service and spare parts revenue targets while maintaining Tata Motors standards, processes, safety requirements and customer service expectations.
1. Key Responsibilities
A. Workshop Operations
- Manage the day-to-day operations of the service workshop.
- Ensure smooth flow of vehicles from vehicle reception → job card opening → diagnosis → repair → quality inspection → washing → billing → delivery.
- Monitor workshop capacity, technician productivity and bay utilisation.
- Ensure minimum vehicle turnaround time and timely delivery.
- Monitor pending vehicles, repeat repairs and delayed jobs.
- Ensure proper usage of workshop equipment, tools and diagnostic equipment.
- Maintain proper housekeeping and 5S standards in the workshop.
B. Customer Satisfaction
- Ensure excellent customer experience throughout the service process.
- Handle customer complaints and escalated service issues.
- Monitor customer feedback, CSI and post-service feedback.
- Ensure timely resolution and closure of customer complaints.
- Maintain regular communication with fleet and key-account customers.
- Conduct follow-up with customers after service and major repairs.
Tata Motors' commercial-vehicle customer support model places strong emphasis on customer engagement, complaint resolution and coordination between customers and authorised workshops.
C. Revenue & Business Development
- Achieve monthly and annual service revenue targets.
- Drive labour revenue, spare parts revenue and value-added service revenue.
- Promote AMC/FMS, extended warranty and other applicable service products.
- Develop service business from fleet owners, transport operators and key accounts.
- Increase customer retention and repeat service business.
- Monitor service revenue, gross profit and departmental profitability.
- Identify opportunities for additional repair and maintenance work.
Tata Motors currently promotes Fleet Management Services, AMC and other service solutions aimed at improving vehicle uptime and customer profitability.
D. Technician & Staff Management
- Supervise Service Advisors, Technicians, Foremen and other workshop personnel.
- Allocate work according to technician skill and job requirements.
- Monitor technician productivity and efficiency.
- Conduct daily/weekly performance reviews.
- Identify training requirements and arrange technical/soft-skill training.
- Motivate employees and maintain discipline.
- Develop skilled technicians and service personnel.
- Ensure adequate manpower availability for workshop operations.
E. Quality Control
- Ensure repairs are carried out as per Tata Motors recommended procedures.
- Monitor first-time-right repair performance.
- Reduce repeat repairs and warranty-related issues.
- Ensure proper diagnosis before commencement of repair.
- Conduct quality checks before vehicle delivery.
- Monitor comeback/repeat jobs and take corrective action.
- Ensure proper documentation of repair history.
F. Warranty & Technical Support
- Monitor warranty jobs and ensure proper documentation.
- Ensure warranty claims are submitted accurately and within timelines.
- Coordinate with Tata Motors technical/service teams for difficult cases.
- Monitor technical campaigns, service campaigns and product updates.
- Ensure compliance with Tata Motors warranty policies and procedures.
- Maintain proper records of warranty parts and replaced components.
G. Spare Parts Coordination
- Coordinate with the Parts Department to ensure availability of fast-moving and critical parts.
- Monitor parts availability for vehicles under repair.
- Reduce vehicle waiting time due to parts shortages.
- Coordinate for emergency/critical parts requirements.
- Promote Tata Genuine Parts and ensure correct parts usage.
Tata Motors identifies genuine parts availability and service support as important elements of its commercial-vehicle customer support network.
H. Breakdown & Roadside Assistance
- Monitor breakdown calls and ensure quick response.
- Coordinate with field technicians/mobile service teams.
- Ensure proper escalation of critical breakdown cases.
- Track breakdown vehicles until successful repair and delivery.
- Maintain records of roadside assistance and field-service activities.
Tata Motors' commercial-vehicle support network includes breakdown assistance, mobile workshops and 24×7 support services.
I. Safety & Compliance
- Ensure compliance with workshop safety standards.
- Ensure technicians use appropriate PPE.
- Conduct regular safety inspections.
- Ensure safe handling of vehicles, tools, equipment, oils and chemicals.
- Ensure proper disposal of used oil, batteries, tyres and other workshop waste.
- Ensure compliance with applicable statutory and environmental requirements.
- Report and investigate workshop accidents/incidents.
J. MIS & Reporting
Prepare and review daily, weekly and monthly reports covering:
- Vehicle inflow
- Vehicle delivery
- Service revenue
- Labour revenue
- Parts revenue
- Workshop productivity
- Technician efficiency
- Bay utilisation
- Vehicle turnaround time
- Pending vehicles
- Repeat repairs/comebacks
- Customer complaints
- CSI/customer satisfaction
- Warranty performance
- AMC/FMS business
- Breakdown cases
- Service campaigns
- Department profitability
2. Key Performance Indicators (KPIs)
The Service Manager will be evaluated primarily on:
- Service Revenue Achievement
- Workshop Gross Profit
- Vehicle Inflow
- Customer Satisfaction / CSI
- Technician Productivity
- Technician Efficiency
- Bay Utilisation
- Vehicle Turnaround Time
- First Time Right
- Repeat Repair / Comeback Rate
- Warranty Claim Performance
- AMC/FMS Penetration
- Customer Retention
- Breakdown Response & Resolution
- Safety & Process Compliance
Preferred Qualification:
- Diploma / B.E. / B.Tech in Automobile or Mechanical Engineering.
Experience:
- 5–10 years of relevant experience in automobile service operations.
- Experience in commercial vehicle dealership/service operations is preferred.
- Experience in Tata Motors Commercial Vehicle service operations will be an added advantage.
Tata Motors' current Customer Support Manager roles similarly emphasise automobile/technical knowledge, customer service, analytical/problem-solving skills and customer centricity.
3. Required Skills
- Strong automobile technical knowledge
- Commercial vehicle product knowledge
- Workshop management
- Customer relationship management
- Team leadership
- Problem-solving and decision-making
- Revenue and profitability management
- Warranty knowledge
- Diagnostic and repair knowledge
- Good communication skills
- MIS and analytical skills
- Knowledge of DMS/workshop management systems
- Knowledge of Tata Motors service processes and standards
4. Core Competencies
- Customer Centricity
- Leadership & Team Management
- Business Acumen
- Driving Execution
- Analytical Thinking
- Problem Solving
- Planning & Organising
- People Development
- Process Orientation
- Safety Awareness
- Continuous Improvement
5. Authority & Accountability
The Service Manager is accountable for the overall performance, profitability, quality and customer satisfaction of the Service Department, including manpower, workshop operations, service revenue, productivity, quality, customer complaints and compliance.
Key Internal Coordination
- General Manager / Dealer Principal
- Parts Manager
- Sales Manager
- Accounts & Finance
- HR & Administration
- Bodyshop / Insurance Team
- Warranty / Technical Team
External Coordination
- Tata Motors Regional/Area Service Team
- Fleet Owners
- Transport Operators
- Key Customers
- Insurance Companies
- Vendors and Service Providers
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
- Commuter assistance
- Health insurance
- Leave encashment
- Provident Fund
Work Location: In person
