Service Manager

Workshop Operations

• Plan and manage daily workshop loading, job allocation and bay utilisation to maximise throughput.
• Monitor repair order (RO) progress from vehicle reception to delivery, and ensure committed delivery times are met.
• Make sure all repairs follow OEM\-prescribed procedures, quality checks and safety norms.
• Keep rework and repeat repairs (comebacks) to a minimum through strict final inspection and quality control.
• Manage the workshop layout, tools, special service tools (SST), equipment calibration and housekeeping (5S).
• Make sure accident repair and body shop jobs are properly estimated, approved and completed within the agreed time.

Revenue, Profitability and Cost Control

• Achieve monthly and annual targets for service revenue, labour sales, parts sales, accessories, and value\-added services (insurance renewals, extended warranty, AMC, car care).
• Track and improve key service metrics: vehicles serviced per day, labour per vehicle, parts per vehicle, workshop efficiency and productivity, and service retention.
• Control costs, including consumables, overtime, parts wastage and inventory ageing.
• Review daily, weekly and monthly MIS reports and take corrective action on gaps.

Customer Satisfaction and Retention

• Own customer satisfaction metrics (CSI / NPS / OEM survey scores) and put corrective action plans in place.
• Handle escalated customer complaints promptly and professionally, and make sure each is closed with root\-cause analysis.
• Build service retention through service reminders, follow\-up calls, pick\-up and drop facilities, service packages and loyalty programmes.
• Work with the sales and True Value (used car) teams to capture service opportunities from new and pre\-owned vehicle customers.

Team Leadership and Development

• Lead, coach and evaluate Service Advisors, Supervisors and Technicians against clear KPIs.
• Plan manpower, recruitment and shift rosters, and keep attrition low through engagement and recognition.
• Identify training needs and arrange OEM and in\-house training, including technician grading and certification.
• Maintain discipline and a positive workplace culture, and handle performance and conduct issues according to company policy.

Parts, Warranty and Compliance

• Work with the Parts department to ensure availability of fast\-moving parts and reduce vehicle waiting time for parts.
• Make sure warranty, goodwill and policy claims are raised accurately and on time, and keep claim rejections low.
• Comply with OEM dealership standards, audit requirements and statutory norms (pollution, safety, labour, fire and environmental regulations).
• Make sure documentation, job cards, estimates, invoices and customer approvals are complete and accurate.

Reporting and Coordination

• Prepare and present monthly performance reviews to management.
• Coordinate with OEM area / regional service managers on technical issues, campaigns, recalls and audits.
• Work with the Accounts, HR, Sales and Insurance teams for smooth, cross\-department operations.

Experience

• Minimum of 5 to 10 years Required

Pay: ₹30,000\.00 \- ₹45,000\.00 per month

Benefits

• Provident Fund

Work Location: In person