1. Departmental Leadership & Operations

- Workflow Optimization: Oversee the daily operations of the service department, ensuring smooth scheduling, efficient vehicle routing, and timely completion of repairs.
- Quality Control: Establish and maintain high quality control standards to ensure repairs are done right the first time, reducing comebacks.
- Equipment & Facility Management: Ensure all shop equipment, diagnostic tools, and safety gear are well-maintained, calibrated, and compliant with safety regulations (e.g., OSHA).

2. Staff Management & Development

- Hiring & Training: Recruit, hire, and onboard service advisors, automotive technicians, and support staff. Facilitate ongoing training and manufacturer certifications.
- Performance Monitoring: Set performance goals, conduct regular evaluations, and manage compensation/bonus structures for technicians (flat-rate hours) and advisors (sales goals).
- Team Leadership: Foster a cooperative, highly motivated, and safe working environment.

3. Financial & Business Performance

- Budgeting & Forecasting:



Develop and manage the service departments annual operating budget, monitoring key metrics such as gross profit, labor rates, and parts margins.
- Revenue Generation: Implement marketing strategies, service specials, and upselling guidelines to drive service lane traffic and increase repair order (RO) value.
- Warranty Administration: Oversee the submission and processing of manufacturer warranty claims to ensure quick and accurate reimbursement.

4. Customer Experience & Relations

- Customer Satisfaction Index (CSI): Monitor CSI scores and customer feedback, implementing strategies to consistently meet or exceed dealership and manufacturer benchmarks.
- Escalation Resolution: Directly handle complex customer complaints, disputes, or vehicle re-checks with empathy, professionalism, and a focus on retention.
- Communication Standards: Ensure Service Advisors communicate clearly, transparently, and regularly with customers regarding cost estimates, timelines, and repair needs.

📌 Mechanical Engineer (Hooghly)
🏢 PSN logistics
📍 Hooghly