Job Summary
The Service Manager is responsible for overseeing the entire service department operations of a two-wheeler dealership, ensuring high levels of customer satisfaction, workshop productivity, service quality, revenue generation, and team performance.
Key Responsibilities
- Manage daily operations of the service workshop and ensure smooth workflow.
- Lead and supervise Service Advisors, Technicians, Wash Bay Staff, and Support Staff.
- Monitor service quality standards and ensure adherence to manufacturer guidelines.
- Ensure achievement of service revenue, labor sales, spare parts sales, and profitability targets.
- Handle customer complaints and resolve escalated service issues effectively.
- Monitor workshop productivity, efficiency, and technician utilization.
- Ensure timely delivery of vehicles and maintain customer satisfaction levels.
- Coordinate with the spare parts department to ensure availability of required parts.
- Conduct regular training and skill development programs for service staff.
- Maintain workshop discipline, safety standards, and housekeeping practices.
- Prepare and analyze service department reports, KPIs, and performance metrics.
- Implement customer retention programs and follow-up activities.
- Ensure compliance with company policies and manufacturer service standards.
Required Qualifications
- Diploma / Degree in Automobile Engineering, Mechanical Engineering, or related field.
- 5–10 years of experience in automobile service operations, preferably in the two-wheeler industry.
- Strong leadership, customer service, and team management skills.
- Good knowledge of workshop operations, vehicle diagnostics, and service processes.
- Proficiency in MS Office and dealership management systems.
Key Skills
- Team Leadership
- Customer Relationship Management
- Workshop Operations Management
- Problem Solving & Decision Making
- Service Process Management
- Revenue & Target Achievement
- Communication & Interpersonal Skills
- Quality Control and Compliance
KPIs:
- Customer Satisfaction Index (CSI)
- Service Revenue Achievement
- Workshop Productivity & Efficiency
- First-Time Fix Rate (FTFR)
- Vehicle Delivery Turnaround Time
- Customer Retention Rate
- Warranty Claim Accuracy and Timeliness
Pay: ₹18,000.00 - ₹22,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
