Service Manager – Roles and Responsibilities1. Customer Service Management
- Ensure high-quality customer service and satisfaction.
- Handle customer complaints, queries, and escalations promptly.
- Maintain strong customer relationships to promote retention and repeat business.
- Conduct periodic customer feedback surveys and implement improvements.
2. Workshop & Service Operations
- Oversee daily operations of the service department/workshop.
- Allocate job cards and monitor technician productivity.
- Ensure timely completion and delivery of vehicles after service/repairs.
- Monitor quality of service to minimize repeat repairs.
- Maintain a clean, safe, and organized service area.
3. Staff Management
- Lead, guide, and motivate service advisors, technicians, and support staff.
- Assign tasks and monitor performance against KPIs.
- Conduct training for technical and customer-facing staff.
- Ensure adherence to company policies and standard operating procedures (SOPs).
4. Financial & Business Responsibility
- Achieve service department revenue, profit, and customer satisfaction targets.
- Control costs and manage resources effectively.
- Prepare and review service department budgets and reports.
- Monitor spare parts usage, billing, and inventory levels in coordination with the parts manager.
5. Compliance & Documentation
- Ensure compliance with manufacturer standards, warranty policies, and dealership guidelines.
- Maintain accurate service records, job cards, and invoices.
- Follow legal and safety regulations (labour, pollution, and safety norms).
6. Performance Monitoring & Reporting
- Track service KPIs such as:
- Service revenue
- Customer satisfaction index (CSI)
- Technician productivity & efficiency
- Repeat repair ratio
- Spare parts sales contribution
- Report performance to senior management with recommendations for improvement.
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
