Key Responsibilities

1. Workshop Operations Management

- Ensure timely delivery of customer vehicles as per promised delivery schedule.
- Monitor daily workshop productivity, efficiency, and loading.
- Reduce vehicle carry-over and workshop bottlenecks.
- Improve labour productivity and workshop profitability.
- Ensure accurate job allocation and manpower utilization.
- Monitor workshop KPIs on a daily basis.

KPI

- Labour Productivity
- Workshop Efficiency
- Vehicle Delivery Compliance
- Labour Revenue Growth

2. Manpower Planning & Development

- Maintain manpower as per MSIL norms.
- Conduct manpower review every month.
- Recruit required technicians, advisors, and support staff.
- Prepare monthly training calendar.
- Ensure certification and skill upgradation of workshop manpower.
- Develop future leaders and technical experts.

KPI

- Manpower Availability %
- Training Coverage %
- Certified Technician Ratio
- Employee Retention %

3. Customer Experience Management

- Ensure excellent customer reception and vehicle receiving process.
- Monitor customer lounge facilities and customer convenience services.
- Ensure effective Pick-up & Drop operations.
- Manage customer complaints and escalations.
- Improve customer retention and loyalty.

KPI

- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Retention %
- Complaint Closure Rate

4. Service Quality Control

- Ensure First Time Right (FTR) repairs.
- Monitor repeat repairs and revisit cases.
- Conduct root cause analysis using 5 Why, 3G, and 4M methodologies.
- Implement corrective and preventive actions.
- Conduct final quality inspections before vehicle delivery.

KPI

- First Time Right %
- Repeat Repair %
- Revisit Ratio




- Quality Audit Score

5. Spare Parts Coordination

- Coordinate with Spare Parts Manager for parts availability.
- Monitor vehicle hold-ups due to non-availability of parts.
- Maintain service ratio as per standards.
- Ensure VOR (Vehicle Off Road) cases are minimized.

KPI

- Service Ratio %
- Parts Availability %
- Vehicle Hold-up Cases
- VOR Resolution Time

6. Warranty & Compliance Management

- Ensure warranty claims are submitted accurately and timely.
- Maintain warranty parts storage and disposal as per MSIL guidelines.
- Monitor warranty recovery and reconciliation.
- Implement all MSIL policies and recall campaigns.

KPI

- Warranty Claim Accuracy
- Warranty Recovery %
- Recall Campaign Completion %
- Audit Compliance Score

7. Customer Retention Programs

- Organize service camps, customer meets, and home visits.
- Conduct customer awareness programs.
- Implement lost customer recovery initiatives.
- Promote extended working hours and weekend operations.

KPI

- Lost Customer Recovery %
- Camp Conversion %
- Customer Meet Participation
- Service Retention %

8. Maruti On-Road Service (MOS) & Mobile Service (MMS)

- Ensure effective deployment of MOS vehicles.
- Monitor breakdown assistance services.
- Plan and execute MMS activities in city and rural areas.




- Improve service reach and customer convenience.

KPI

- MOS Response Time
- MMS Revenue
- Breakdown Resolution %
- MMS Utilization %

9. Safety & 5S Implementation

- Implement 5S culture across workshop operations.
- Conduct monthly 5S audits and safety inspections.
- Ensure all equipment are calibrated and maintained.
- Promote secure work practices and environmental compliance.

KPI

- 5S Audit Score
- Safety Compliance %
- Equipment Uptime %
- Accident-Free Days

10. Financial Performance

- Achieve labour sales targets.
- Improve workshop profitability.
- Control operational expenses.
- Maximize service absorption.

KPI

- Labour Revenue Growth %
- Workshop Profitability %
- Service Absorption %
- Cost Control Achievement %

Key Result Areas (KRA) & Weightage

KRAWeightageWorkshop Revenue & Profitability25%Customer Satisfaction & Retention20%Workshop Productivity & Efficiency15%Quality & First Time Right10%Manpower Development & Training10%Spare Parts Coordination5%Safety, 5S & Compliance5%MOS/MMS & Customer Convenience Programs5%Warranty & Recall Management5%Total100%

Qualification & Experience

Education

- Diploma / B.Tech / B.E. in Automobile or Mechanical Engineering.
- MBA preferred.

Experience

- 02 - 05 years in automobile service operations.
- Minimum 35 years experience as Service Manager / Workshop Manager.

Key Competencies

- Leadership & Team Management
- Customer Relationship Management
- Technical Troubleshooting
- Business & Financial Acumen
- Process Improvement
- Data Analysis & Reporting
- Problem Solving
- Communication & People Development
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Contact Details

(phone hidden)

📌 Workshop Manager (Jhunjhunu)
🏢 Auric Motors
📍 Jhunjhunu