JOB DESCRIPTION SERVICE MANAGER

Department: Service
Position: Service Manager
Industry: Automobile / Two-Wheeler
Brand: Royal Enfield
Reports To: Dealer Principal / General Manager

Job Purpose

To manage the overall operations of the Royal Enfield service center, ensure timely and quality servicing of vehicles, achieve service targets, maintain customer satisfaction, and effectively manage the service team.

Key Responsibilities

- Manage the day-to-day operations of the service center.
- Supervise Service Advisors, Technicians, Service Associates, and other service staff.
- Allocate jobs to technicians and monitor job progress.
- Ensure vehicles are serviced and repaired according to Royal Enfield standards.
- Monitor job cards, vehicle inspections, estimates, approvals, and delivery.
- Ensure vehicles are delivered to customers on time.
- Handle customer complaints and resolve service-related issues.
- Monitor customer satisfaction and improve service quality.
- Coordinate with the Spare Parts Department to ensure timely availability of parts.
- Monitor workshop productivity, technician efficiency, and bay utilization.
- Check pending jobs and ensure timely completion.
- Monitor service center revenue, labour sales, and other service targets.
- Ensure proper follow-up with customers for periodic service and pending repairs.
- Monitor warranty jobs and ensure proper documentation and claim processing.
- Ensure proper handling of free services and paid services.
- Conduct regular meetings with the service team and review daily performance.




- Train and guide staff on technical, customer service, and process requirements.
- Ensure proper use and maintenance of workshop tools and equipment.
- Maintain cleanliness, safety, and discipline within the workshop.
- Ensure compliance with company policies, Royal Enfield service standards, and safety procedures.
- Prepare and review daily, weekly, and monthly service reports.
- Coordinate with the Sales, CRM, Spare Parts, and Accounts departments whenever required.

Customer Service Responsibilities

- Ensure customers receive qualified and timely service.
- Personally handle escalated customer complaints.
- Explain major repair requirements and costs when necessary.
- Ensure accurate commitments regarding delivery time and repair work.
- Follow up on customer feedback and take corrective action.
- Maintain high customer satisfaction and retention.

Team Management

- Monitor attendance, punctuality, and discipline of service staff.
- Set daily and monthly performance targets.
- Review individual employee performance.
- Identify training requirements.
- Motivate the team to achieve service and customer satisfaction targets.




- Maintain proper coordination between Service Advisors and Technicians.

Performance Indicators / KPIs

- Service center revenue and target achievement
- Number of vehicles serviced
- Workshop productivity
- Technician efficiency
- Vehicle delivery within promised time
- Customer satisfaction
- Customer complaints and resolution time
- Repeat service customers
- Labour sales
- Spare parts coordination and availability
- Warranty claim accuracy
- Free-service conversion
- Workshop expenses and profitability

Required Skills

- Good knowledge of two-wheeler service operations.
- Strong team management and leadership skills.
- Good customer handling and communication skills.
- Ability to resolve customer complaints.
- Knowledge of job cards, estimates, billing, warranty, and service processes.
- Basic knowledge of workshop performance reports and KPIs.
- Good coordination and problem-solving skills.
- Ability to work under pressure and meet targets.

Qualification & Experience

Qualification: Diploma / ITI / Bachelor's degree in Automobile, Mechanical, or a related field.

Experience: Typically 5–8 years of automobile service/workshop experience, preferably with experience in a two-wheeler dealership or service centre,, with prior team-handling responsibility.

Overall Responsibility

The Service Manager is responsible for the overall performance of the service center, including workshop operations, team management, service quality, customer satisfaction, revenue, productivity, and achievement of service targets.

📌 Walk-in || Service manager- automobile Royal enfield service center (Hyderabad)
🏢 RK ROYAL ENGINEERS
📍 Hyderabad