(JD)WORKS MANAGER – AUTHORIZED FOUR-WHEELER DEALERSHIP

Department: Service

Designation: Works Manager

Reporting To: Dealer Principal / General Manager – Service

Industry: Authorized Four-Wheeler Dealership

Location: Tiruvannamalai and Arakkonam

1. JOB PURPOSE

To manage the complete workshop operations of the Ganesh Cars Pvt Ltd - Vellore, authorized dealership service centre, ensuring achievement of labour revenue targets, technician productivity, repair quality, customer satisfaction, timely vehicle delivery, and workshop profitability in accordance with OEM (Original Equipment Manufacturer) standards.
1. KEY RESPONSIBILITIES

A. Workshop Operations Management

- Manage daily workshop operations, including periodic maintenance, running repairs, mechanical jobs, electrical jobs, diagnostics, and major repairs.
- Plan and allocate jobs to technicians based on skill, workload, and job priority.
- Monitor vehicle flow from job-card opening to final delivery.
- Ensure timely completion of jobs as per customer commitments.
- Review vehicle-in-progress, work-in-progress (WIP), and pending delivery reports daily.
- Ensure proper utilization of workshop bays, tools, equipment, and manpower.

B. Business and Revenue Management

- Achieve monthly labour revenue, service volume, and workshop profitability targets.
- Improve labour sales per repair order and average customer invoice value.
- Monitor free services, paid services, running repairs, warranty jobs, and insurance-related repairs, as applicable.
- Promote customer-pay additional jobs through proper inspection and customer approval.
- Improve repeat service business and customer retention.
- Monitor daily revenue achievement against targets and take corrective action.

C. Manpower and Productivity

- Supervise floor supervisors, technicians, service advisors, and workshop support staff.
- Monitor technician productivity, efficiency, attendance, and job completion.
- Ensure optimum manpower deployment and workload distribution.
- Conduct daily briefings and periodic performance reviews.
- Identify skill gaps and arrange technical training in coordination with the OEM or training department.
- Maintain team discipline and improve employee performance.

D. Customer Satisfaction and Complaint Management

- Handle escalated customer complaints and ensure timely resolution.
- Monitor customer satisfaction index (CSI) and manufacturer-defined customer experience metrics.
- Ensure proper explanation of estimates, additional repairs, and delivery commitments.




- Review repeat complaints and implement preventive measures.
- Coordinate with service advisors to improve customer communication and follow-up.
- Ensure timely closure of customer feedback and OEM customer care cases.

E. Quality Control and OEM Compliance

- Ensure repairs are performed according to OEM repair procedures and technical standards.
- Monitor first-time-right repairs and reduce repeat jobs and rework.
- Ensure final inspection and road testing wherever required.
- Monitor technical campaigns, recalls, service bulletins, and warranty procedures, as applicable.
- Ensure proper use and calibration of special tools and diagnostic equipment.
- Prepare the workshop for OEM audits and implement corrective actions for audit observations.

F. Spare Parts Coordination

- Coordinate with the spare parts manager for timely availability of parts.
- Monitor parts-related vehicle delays and pending parts orders.
- Ensure correct parts identification and timely issue of parts against job cards.
- Reduce vehicle holding time due to parts shortages.
- Coordinate warranty parts handling and replacement documentation as per OEM policy.

G. Warranty and Documentation

- Ensure warranty jobs are processed according to OEM policies and timelines.
- Verify job cards, technician labour entries, operation codes, and supporting documents.
- Coordinate with the warranty administrator for claim submission and rejection analysis.
- Ensure proper documentation for free services, warranty repairs, and technical campaigns.
- Monitor warranty claim pendency and prevent avoidable claim rejections.

H. Safety, Housekeeping and Cost Control

- Maintain workshop cleanliness, 5S practices, and workplace safety.
- Ensure safe handling of vehicles, tools, equipment, oils, and hazardous materials.
- Control consumable expenses, rework costs, and unnecessary wastage.
- Ensure proper handling of used oil, batteries, tyres, and other waste as per applicable requirements.
- Maintain workshop equipment and ensure preventive maintenance.

1. KEY PERFORMANCE INDICATORS (KPIs)

The Works Manager will be evaluated against dealership-approved monthly targets.



KPIPerformance MeasurementLabour revenueMonthly target achievementVehicle service volumeActual vs. targetTechnician productivitySold hours vs. available hoursTechnician efficiencyStandard hours vs. actual working hoursWorkshop utilizationProductive bay time vs. available bay timeCustomer satisfactionOEM-defined CSI/customer experience scoreFirst-time-right repairPercentage of jobs completed correctly the first timeRepeat repairsRepeat repair percentageTimely deliveryVehicles delivered within promised timeWIP controlPending vehicles and ageingWarranty claimsTimely submission and rejection controlCustomer retentionRepeat service and retention performanceProfitabilityLabour gross profit and controllable workshop expenses

Note: KPI definitions and target levels should follow the dealership's OEM standards and approved business plan.

1. QUALIFICATION AND EXPERIENCE

- Diploma or Degree in Automobile or Mechanical Engineering preferred.
- Approximately 5–10 years of automobile service experience, with relevant workshop supervisory or managerial experience.
- Experience in an authorized four-wheeler dealership preferred.
- Knowledge of OEM service processes, warranty policies, DMS, diagnostic systems, and workshop management.
- Experience in team leadership, customer complaint handling, and business target achievement.

1. DAILY REPORTING RESPONSIBILITIES

The Works Manager must review and report the following to the Service Head / General Manager:-
- Opening vehicle load and recent vehicle arrivals.
- Daily labour revenue versus target.
- Vehicle deliveries versus target.
- Technician productivity and efficiency.
- Work-in-progress and vehicles pending beyond the promised delivery time.
- Parts-pending vehicles.
- Customer complaints and repeat repair cases.
- Warranty claim pendency and technical issues.
- Manpower attendance and bay utilization.
- Action plan for achieving the day's and month's targets.

1. AUTHORITY AND ACCOUNTABILITY

The Works Manager is responsible for the overall performance of the workshop, including revenue, productivity, repair quality, customer satisfaction, manpower utilization, delivery commitments, OEM compliance, and cost control. Expected Outcome: A productive, profitable, quality-driven workshop that consistently achieves dealership targets and delivers an excellent customer service experience.

Contact: HR Department

+91 95855 52163 - +91 (phone hidden).

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits

- Health insurance
- Provident Fund

Work Location: In person

📌 WORKS MANAGER – AUTHORIZED FOUR-WHEELER DEALERSHIP (Tiruvannamalai)
🏢 GANESH CARS PVT.LTD
📍 Tiruvannamalai