SERVICE MANAGER – BAJA SERVICE CENTER

Job Purpose:

To manage the complete service center operations, ensuring customer satisfaction, workshop productivity, quality repairs, revenue achievement, employee performance, and compliance with Bajaj service standards.

Key Job Responsibilities

- Workshop Operations
- Manage daily service center operations and workflow.
- Ensure proper allocation of jobs to technicians.
- Monitor vehicle reception, repair, quality check and delivery.
- Ensure smooth workshop loading and bay utilization.
- Customer Satisfaction & NPS
- Monitor NPS and customer satisfaction scores.
- Handle escalated customer complaints.
- Ensure timely resolution of customer concerns.
- Conduct customer recovery and follow-up when required.
- Workshop Productivity
- Monitor technician productivity and efficiency.
- Track labour generation and workshop revenue.
- Monitor technician job allocation and work completion.
- Reduce idle time and improve workshop utilization.
- Service Quality
- Ensure First Time Right (FTR) repairs.
- Monitor repeat repairs and comebacks.
- Ensure proper diagnosis and repair procedures.
- Conduct quality checks before vehicle delivery.
- Team Management
- Supervise Service Advisors, Technicians, CREs, Floor Managers and other workshop staff.
- Set individual and team targets.
- Monitor attendance, discipline and performance.
- Conduct regular team meetings and training.
- Revenue & KPI Management
- Achieve monthly service revenue targets.
- Monitor labour,



parts and consumable sales.
- Track key KPIs such as:
- Vehicle throughput
- Labour revenue
- Technician productivity
- Average Repair Order (ARO)
- NPS
- FTR
- Repeat repair
- Customer retention
- Service reminders
- Appointment conversion
- Service Retention
- Ensure timely service reminder calls.
- Improve customer retention and repeat service.
- Monitor follow-up of due-service customers.
- Develop action plans to increase workshop vehicle inflow.
- Parts & Inventory Coordination
- Coordinate with Parts In-charge for required parts.
- Minimize vehicle waiting time due to parts shortages.
- Monitor rapid-moving and critical parts availability.
- Warranty & Claims
- Ensure proper warranty procedures.
- Monitor warranty claim submission and settlement.
- Minimize warranty claim rejections.
- Reports & MIS
- Review daily workshop reports.
- Monitor vehicle inflow, pending jobs and deliveries.
- Review daily/monthly KPI performance.
- Submit required management and Bajaj reports on time.
- Safety & 5S
- Ensure workshop safety standards.
- Maintain cleanliness and 5S.
- Ensure proper use of PPE and workshop equipment.
- Monitor fire and safety compliance.
- Process & Compliance
- Ensure adherence to Bajaj service processes and SOPs.
- Conduct regular process audits.
- Ensure proper documentation and job-card procedures.
- Implement corrective actions for process deviations.

Pay: From ₹25,000.00 per month

Work Location: In person

📌 Service Manager (Vazhuthacaud)
🏢 PIONEER MOTORS
📍 Vazhuthacaud