The Service Manager is responsible for managing the overall operations of the service department, ensuring high levels of customer satisfaction, workshop productivity, revenue growth, and profitability. The role includes leading the service team, maintaining manufacturer standards, and achieving all service-related business targets.
Key ResponsibilitiesWorkshop Operations
- Manage day-to-day workshop operations efficiently.
- Ensure timely delivery of vehicles with quality repairs.
- Monitor workshop productivity, efficiency, and technician utilization.
- Maintain cleanliness, safety, and 5S standards in the workshop.
- Ensure adherence to company and manufacturer SOPs.
Customer Satisfaction
- Ensure excellent customer service throughout the service process.
- Handle customer complaints and resolve escalations promptly.
- Improve Customer Satisfaction Index (CSI) and customer retention.
- Follow up on customer feedback and implement corrective actions.
Team Management
- Lead, train, motivate, and supervise Service Advisors, Technicians, Washers, and Support Staff.
- Conduct daily morning meetings and performance reviews.
- Identify training needs and improve employee skills.
- Monitor attendance, discipline, and productivity of the service team.
Business & Revenue Management
- Achieve monthly service revenue, labour revenue, spare parts, and accessory sales targets.
- Increase workshop loading and customer retention.
- Monitor warranty claims and ensure proper documentation.
- Control operating expenses and improve departmental profitability.
Quality & Compliance
- Ensure first-time-right (FTR) repairs.
- Monitor repeat repair cases and implement preventive measures.
- Maintain manufacturer audit standards.
- Ensure compliance with safety, environmental, and statutory requirements.
Inventory & Coordination
- Coordinate with the Spare Parts department for parts availability.
- Monitor critical inventory and minimize vehicle waiting time.
- Coordinate with Sales and CRM teams for customer support and service campaigns.
Reporting
- Prepare daily, weekly, and monthly MIS reports.
- Track workshop KPIs including:
- Service Revenue
- Labour Revenue
- Workshop Loading
- Technician Productivity & Efficiency
- Customer Satisfaction (CSI)
- Repeat Repairs
- Warranty Claims
- Vehicle Delivery TAT
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Leave encashment
- Provident Fund
Ability to commute/relocate:
- Machilipatnam, Andhra Pradesh: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Automotive service: 6 years (Required)
Work Location: In person
