Job Summary
The Service Manager is responsible for managing the complete after-sales service operations of a passenger vehicle dealership. The role includes workshop operations, customer satisfaction, service revenue generation, manpower management, service quality control, and implementation of OEM service standards.
The Service Manager ensures efficient workshop functioning, timely vehicle delivery, and high customer retention while achieving operational and financial targets.
Key Responsibilities1. Workshop Operations Management
- Manage daily workshop operations and service activities
- Supervise:
- Periodic maintenance services
- General repairs
- Warranty repairs
- Extended warranty jobs
- Body shop coordination
- Ensure smooth workflow and job allocation
2. Customer Satisfaction & Complaint Handling
- Ensure excellent customer service experience
- Handle escalated customer complaints
- Improve Customer Satisfaction Index (CSI)
- Maintain high service retention levels
3. Revenue & Profitability
- Achieve service revenue targets
- Increase labor sales and customer-paid repairs
- Promote value-added services:
- AMC packages
- Extended warranty
- Accessories
- Wheel alignment & balancing
- Control workshop operating costs
4. Team Management
- Lead Service Advisors, Supervisors, and Technicians
- Monitor staff productivity and efficiency
- Conduct team training and performance reviews
- Ensure discipline and safety compliance
5. Workshop Productivity Control
- Monitor:
- Bay utilization
- Technician efficiency
- Labor productivity
- Vehicle turnaround time (TAT)
- Optimize workshop loading and scheduling
6. OEM Process Implementation
- Ensure compliance with OEM guidelines and SOPs
- Participate in OEM audits and review meetings
- Implement service campaigns and technical updates
7. Warranty & Technical Coordination
- Monitor warranty claim processing
- Reduce claim rejection rates
- Support technical diagnosis and escalation handling
8. Spare Parts Coordination
- Coordinate with parts department for timely parts availability
- Minimize vehicle waiting time due to parts shortages
- Monitor parts consumption and stock movement
9. MIS & Reporting
- Prepare daily and monthly service reports
- Track:
- Revenue
- Productivity
- CSI
- Repeat repairs
- Pending jobs
- Warranty claims
- Analyze workshop performance trends
10. Safety & Compliance
- Ensure workshop safety standards and housekeeping
- Enforce PPE usage and operational safety norms
- Maintain compliance with company and legal standards
Required Skills
- Strong customer handling and communication
- Workshop operations management
- Team leadership
- Technical knowledge of passenger vehicles
- Problem-solving and complaint resolution
- Financial and operational management
- Dealer Management System (DMS) knowledge
Qualification
- Diploma / B.Tech in Automobile or Mechanical Engineering
- MBA preferred
- 5–12 years experience in automobile service operations
Preferred Industry Experience
Experience in dealerships or OEMs such as:
- Maruti Suzuki
- Hyundai Motor India
- Tata Motors
- Mahindra & Mahindra
- Toyota Kirloskar Motor
- Honda Cars India
Key Performance Indicators (KPIs)
- Service revenue achievement
- Customer Satisfaction Index (CSI)
- Technician productivity & efficiency
- Vehicle turnaround time (TAT)
- Repeat repair percentage
- Warranty claim rejection %
- Bay utilization
- Customer retention rate
Pay: ₹70,000.00 - ₹80,000.00 per month
Work Location: In person
