Job PurposeTo manage the overall operations of the Honda two-wheeler service department, ensure excellent customer satisfaction, achieve service revenue and profitability targets, maintain service quality, and lead the service team efficiently.

- Key ResponsibilitiesA.

Service

Operations

- Manage daily workshop operations, including vehicle reception, job allocation, repairs, servicing, quality control and vehicle delivery.
- Ensure timely completion of service jobs and optimum workshop productivity.
- Monitor workshop capacity, technician efficiency, bay utilisation and vehicle turnaround time.
- Ensure compliance with Honda service standards, SOPs and warranty procedures.
- Coordinate with the Spare Parts Department to ensure the availability of required parts.

B. Revenue and Profitability

- Achieve monthly service revenue, labour sales, spare parts sales and other service-related targets.
- Monitor labour revenue per vehicle, average repair order value and paid-service conversion.
- Increase customer-pay jobs, periodic maintenance, repeat repairs and additional service sales.
- Control workshop expenses, manpower costs, consumables and operational wastage.
- Prepare and review daily, weekly and monthly service performance reports.

C.

Customer

Satisfaction

- Ensure professional customer handling and timely vehicle delivery.
- Monitor customer complaints, repeat repairs, service quality issues and customer feedback.
- Ensure effective follow-up with customers after service.
- Improve customer retention, repeat service visits and customer satisfaction scores.
- Resolve escalated complaints promptly and coordinate with Honda representatives when required.

D. Team Management

- Lead and supervise Service Advisors, Workshop Supervisors, Technicians and other service personnel.
- Set individual and team targets and monitor performance.
- Conduct daily briefings,



performance reviews and technical training.
- Ensure discipline, punctuality, productivity and accountability among team members.
- Identify training requirements and develop employees for higher responsibilities.

E.

Honda

Standards and Compliance

- Ensure adherence to Honda's service processes, warranty policies and technical standards.
- Monitor warranty claims, free-service and paid-service processes.
- Maintain workshop cleanliness, safety, tools, equipment and housekeeping standards.
- Ensure proper documentation, job card closure and billing accuracy.

3.

Key Performance

Indicators (KPIs)

- Monthly service revenue achievement.
- Labour revenue and spare parts sales achievement.
- Number of vehicles serviced per day and per month.
- Technician productivity and efficiency.
- Average repair order value.
- Customer satisfaction and complaint resolution.
- Repeat repair rate and vehicle comeback percentage.
- Customer retention and periodic maintenance conversion.
- Workshop profitability and expense control.
- Warranty claim accuracy and timely job closure.

4. Qualification and Experience
- Diploma or Degree in Automobile Engineering or Mechanical Engineering preferred.
- Minimum 5–8 years of experience in automobile after-sales service, preferably in a two-wheeler dealership.
- Previous experience as a Service Manager or senior workshop leadership skilled preferred.
- Experience with Honda two-wheeler service operations will be an advantage.
- Good knowledge of workshop management, customer handling, warranty procedures, service revenue and MIS reporting.

5.

Required

Skills

- Strong leadership and team management.
- Customer relationship and complaint-handling skills.
- Revenue generation and target achievement.
- Analytical skills and MIS reporting.
- Workshop planning and manpower utilisation.
- Problem-solving and decision-making.
- Good communication and coordination skills.

📌 Service Manager (Thrissur)
🏢 JOHNS HONDA CARS
📍 Thrissur