Service Manager

JOB DESCRIPTION

The Service Manager will be responsible for the overall management and performance of the Piaggio 3\-Wheeler Service Department. The role includes managing workshop operations, customer satisfaction, service quality, technician performance, spare parts coordination, warranty claims, and achieving service department targets.

Key Responsibilities

• Workshop Operations
• Manage the day\-to\-day operations of the Piaggio 3\-Wheeler service workshop.
• Ensure timely and quality service delivery to customers.
• Monitor vehicle reception, job card opening, repair progress, quality inspection, and vehicle delivery.
• Ensure proper utilization of workshop facilities, tools, and equipment.
• Maintain discipline, cleanliness, and safety standards in the workshop.
• Team Management
• Supervise and manage Service Advisors, Technicians, Helpers, and other service staff.
• Allocate work effectively and monitor individual performance.
• Conduct regular team meetings and provide necessary guidance and training.
• Ensure proper coordination between the Service, Spare Parts, Sales, and Accounts Departments.
• Customer Satisfaction
• Ensure excellent customer service and timely resolution of customer complaints.
• Handle escalated customer complaints professionally.
• Follow up on customer feedback and improve service quality.
• Ensure proper communication with customers regarding repair status, estimated cost, and delivery time.
• Service Targets and Performance
• Achieve monthly service revenue and workshop performance targets.
• Monitor labour revenue, parts sales, vehicle inflow, repeat customers, and overall workshop productivity.
• Prepare and submit daily, weekly, and monthly service performance reports to management.
• Take corrective action to improve service performance wherever required.
• Technical and Quality Control
• Ensure proper diagnosis and repair of Piaggio 3\-Wheeler vehicles.
• Monitor the quality of work carried out by technicians.
• Ensure proper inspection and test drive before vehicle delivery.
• Minimize repeat repairs, customer complaints, and warranty\-related issues.
• Spare Parts Coordination
• Coordinate with the Spare Parts Department to ensure the availability of required parts.
• Monitor parts consumption and prevent unnecessary wastage.
• Ensure proper control of fast\-moving and slow\-moving spare parts.
• Coordinate with the company / authorized distributor for parts requirements and availability.
• Warranty and Company Coordination
• Ensure proper processing and submission of warranty claims.
• Maintain all required warranty documents and records.
• Coordinate with Piaggio company representatives and higher authorities regarding technical issues, warranty matters, and service\-related concerns.
• Ensure compliance with company service standards and guidelines.
• Reporting and Administration
• Maintain proper service records, job cards, customer details, and workshop reports.
• Monitor pending vehicles and ensure timely delivery.
• Submit daily service reports and monthly performance reports to management.
• Ensure proper documentation and compliance with company policies.
• Business Development
• Develop customer relationships and improve customer retention.
• Promote periodic maintenance and other service\-related activities.
• Identify opportunities to increase service revenue and customer visits.
• Conduct service campaigns and customer follow\-up activities as required.

Required Qualifications and Skills

• Diploma / ITI / Degree in Automobile or Mechanical Engineering preferred.
• Minimum 3–5 years of experience in automobile service operations.
• Experience in commercial vehicle / 3\-wheeler service operations will be an added advantage.
• Strong knowledge of vehicle diagnosis, repair, and workshop operations.
• Good leadership and team management skills.
• Good communication and customer\-handling skills.
• Ability to achieve targets and work under pressure.
• Basic computer knowledge and reporting skills.

Key Performance Indicators (KPIs)

• Monthly service revenue achievement
• Number of vehicles serviced
• Customer satisfaction and retention
• Workshop productivity
• Labour revenue and parts sales
• Reduction in repeat repairs and customer complaints
• Warranty claim efficiency
• Technician performance
• Timely vehicle delivery
• Overall profitability of the Service Department

Authority and Accountability

The Service Manager is responsible and accountable for the overall performance, profitability, customer satisfaction, service quality, and operational efficiency of the Piaggio 3\-Wheeler Service Department.

The Service Manager shall perform any other duties and responsibilities assigned by the General Manager or Management from time to time.

Pay: ₹25,000\.00 \- ₹32,000\.00 per month

Work Location: In person