The Service Manager is responsible for leading the dealership's service operations to ensure exceptional customer satisfaction, efficient workshop management, achievement of service revenue targets, and adherence to manufacturer standards. The role involves managing service advisors, technicians, workshop operations, spare parts coordination, and customer relationship management while maintaining high productivity and profitability.

Key ResponsibilitiesWorkshop Operations

- Manage the day-to-day operations of the service workshop.
- Ensure timely delivery of vehicles as per committed timelines.
- Monitor workshop loading, productivity, and technician efficiency.
- Maintain high standards of workmanship and quality control.
- Ensure proper implementation of manufacturer service processes.

Customer Service

- Deliver an outstanding customer experience throughout the service journey.
- Resolve customer complaints and escalations promptly.
- Monitor customer feedback and improve CSI (Customer Satisfaction Index).
- Ensure transparent communication regarding repairs, estimates, and delivery schedules.

Team Management

- Lead, motivate, and supervise Service Advisors, Technicians, Wash Staff, and Workshop Support Staff.
- Conduct regular team meetings and performance reviews.
- Identify training needs and coordinate technical and soft-skill development.
- Foster a positive, disciplined, and performance-oriented work environment.

Business Performance

- Achieve monthly service revenue and profitability targets.
- Increase labour sales, periodic maintenance, value-added services,



and accessories sales.
- Monitor workshop KPIs and implement improvement plans.
- Control operational costs without compromising service quality.

Quality & Compliance

- Ensure compliance with manufacturer guidelines and dealership SOPs.
- Maintain workshop cleanliness, safety, and 5S standards.
- Ensure proper documentation, job card accuracy, and warranty procedures.
- Support internal and external audits.

Spare Parts Coordination

- Coordinate with the Parts Department to ensure timely availability of genuine spare parts.
- Monitor parts consumption and reduce vehicle waiting time.
- Support inventory planning for quick-moving service parts.

Reporting & MIS

- Prepare daily, weekly, and monthly MIS reports.
- Track workshop productivity, technician efficiency, repeat repairs, and customer satisfaction.
- Analyse performance trends and recommend corrective actions.

Key Performance Indicators (KPIs)

- Customer Satisfaction Index (CSI)
- Service Revenue Achievement
- Labour Revenue
- Workshop Productivity
- Technician Efficiency
- Vehicle Turnaround Time (TAT)
- First-Time Fix Rate (FTFR)
- Repeat Repair Percentage
- Warranty Claim Accuracy
- Customer Complaint Resolution Time




- Service Retention Rate

Required Qualifications

- Bachelor's Degree or Diploma in Mechanical Engineering, Automobile Engineering, or a related field.
- Additional certifications in automobile service management are an advantage.

Experience

- 5–10 years of experience in the automobile service industry.
- Minimum 2–3 years in a supervisory or managerial role within a two-wheeler dealership.
- Experience with dealership management systems (DMS) and manufacturer service processes.

Required Skills

- Strong leadership and people management skills.
- Excellent customer handling and conflict resolution abilities.
- Sound technical knowledge of two-wheelers.
- Workshop planning and resource management.
- Financial and business acumen.
- Excellent communication and interpersonal skills.
- Proficiency in MS Excel, MS Office, and DMS software.
- Analytical and problem-solving skills.
- Time management and organizational skills.

Working Conditions

- Full-time position.
- Based at the dealership service workshop.
- May require extended working hours during peak service periods or special service camps.

Preferred Attributes

- Customer-focused mindset.
- Strong decision-making ability.
- High level of integrity and accountability.
- Ability to work under pressure.
- Results-oriented with continuous improvement focus.
- Passion for delivering exceptional after-sales service.

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits:

- Health insurance

Work Location: In person

📌 Service Manager (India)
🏢 ASWATHA TVS
📍 India