Job Description – Automobile Service ManagerJob Title
Service Manager – Automobile Dealership
Department
After Sales / Service
Reports To
General Manager / Dealer Principal
Job Summary
The Service Manager is responsible for overseeing the overall operations of the dealership's service department. This role ensures efficient workshop management, high customer satisfaction, revenue growth, profitability, and compliance with manufacturer standards. The Service Manager leads the service team, optimizes workshop productivity, and delivers a superior customer experience.
Key Responsibilities
- Manage the day-to-day operations of the service department.
- Achieve monthly and annual service revenue, labor sales, and profitability targets.
- Monitor workshop productivity, technician efficiency, and bay utilization.
- Ensure timely delivery of vehicles as per promised timelines.
- Supervise Service Advisors, Assistant Service Managers, Workshop Controllers, Technicians, and Customer Care Executives.
- Maintain high standards of customer satisfaction (CSI) and service quality.
- Handle customer escalations and resolve complaints effectively.
- Ensure adherence to manufacturer service standards, dealership SOPs, and warranty guidelines.
- Coordinate with the Parts Department to ensure availability of spare parts.
- Monitor warranty claims and ensure timely submission and settlement.
- Plan preventive maintenance, service campaigns, and customer retention activities.
- Analyze service performance reports, workshop KPIs, and business trends.
- Ensure proper implementation and utilization of Dealer Management System (DMS).
- Conduct regular team meetings, technical training, and performance reviews.
- Maintain workshop discipline, cleanliness, safety, and 5S standards.
- Ensure compliance with statutory, environmental, and workplace safety regulations.
Key Performance Indicators (KPIs)
- Service revenue achievement
- Labor sales achievement
- Workshop productivity
- Technician efficiency and utilization
- Customer Satisfaction Index (CSI)
- First Time Fix (FTF) rate
- Repeat repair percentage
- Service retention rate
- Warranty claim accuracy and turnaround time
- Average Repair Order (ARO) value
- Cost control and departmental profitability
- On-time vehicle delivery percentage
Qualifications
- Bachelor's Degree or Diploma in Automobile Engineering, Mechanical Engineering, or a related field.
- MBA in Operations or Business Management is an added advantage.
Experience
- 8–12 years of experience in the automobile service industry.
- Minimum 3–5 years of experience in a managerial role within an authorized automobile dealership.
Required Skills
- Strong leadership and people management skills
- Workshop operations management
- Customer relationship management
- Technical knowledge of passenger vehicles
- Warranty and manufacturer process knowledge
- Business planning and budgeting
- Problem-solving and decision-making
- Excellent communication and interpersonal skills
- Proficiency in DMS, MS Excel, and MS Office
- Time management and organizational skills
Team Management Responsibilities
- Lead, mentor, and motivate the service team to achieve departmental goals.
- Conduct regular technical and customer service training.
- Monitor employee performance and implement improvement plans.
- Promote teamwork, accountability, and continuous improvement.
- Ensure adherence to company policies and safety standards.
Working Conditions
- Full-time dealership role.
- Requires availability on weekends and public holidays based on business needs.
- Frequent interaction with customers, workshop personnel, and manufacturer representatives.
Salary
As per company standards and candidate experience.
Pay: ₹35,000.00 - ₹40,000.00 per month
Benefits:
Work Location: In person
