Service Manager

About Company RAAM Group is an auto retail organization based out of Hyderabad with over $200 Mn in annual turnover, along with interests in real estate, construction, and consumer retail. We are proud channel partners for leading automobile companies such as Mercedes-Benz, MG Motor, Honda, Ather, Alti Green & Tata. We have our footprint across Telangana, Andhra Pradesh, Karnataka & Maharashtra with a team size of over 2,000 people.

Job Summary We are looking for an experienced and result-oriented Service Manager to lead the service operations of the dealership. The role will be responsible for managing the complete service department, achieving service targets, ensuring customer satisfaction, improving workshop productivity, and driving overall service business growth. The ideal candidate should have strong leadership, technical knowledge, customer relationship, workshop management, and automobile dealership experience.

Key Roles & Responsibilities

• Manage the overall service department operations and achieve monthly, quarterly, and annual service targets.
• Lead, motivate, and manage Service Advisors, Technicians, and workshop support staff.
• Monitor workshop productivity, technician efficiency, bay utilization, job card movement, and overall service performance.
• Ensure smooth vehicle reception, job card opening, inspection, repair, quality checks, and timely delivery.
• Monitor and improve customer satisfaction throughout the service journey.
• Handle customer complaints, escalations, and critical cases to ensure timely resolution.
• Ensure proper diagnosis and repair of vehicles in line with OEM standards and dealership processes.
• Monitor service revenue, labour sales, parts sales, and value-added service performance.
• Drive customer retention, repeat service business, and customer referrals.
• Ensure proper follow-up of pending vehicles, repeat repairs, delayed deliveries, and open job cards.
• Conduct regular performance reviews and team meetings to improve productivity and service quality.
• Coordinate with Parts, CRM, Accounts, Sales, and other departments for smooth service operations.
• Ensure proper availability and utilization of workshop equipment, tools, and resources.
• Monitor warranty claims, goodwill cases, insurance-related repairs, and OEM service processes.
• Ensure adherence to OEM guidelines, safety standards, workshop processes, and dealership policies.
• Monitor service quality and reduce repeat repairs, customer complaints, and vehicle delivery delays.
• Identify performance gaps and take corrective actions to improve team productivity and workshop efficiency.
• Monitor competitor activities, market trends, customer expectations, and service initiatives.
• Maintain strong relationships with OEM representatives and other business stakeholders.
• Ensure proper maintenance of workshop infrastructure, cleanliness, safety, and brand standards.
• Ensure accurate and timely reporting of service performance, revenue, productivity, and business KPIs.
• Uphold the brand image, dealership standards, and professional conduct at all times.

Required Skills & Qualifications

• Bachelor's degree or Diploma in Automobile Engineering, Mechanical Engineering, or a relevant field.
• 6-10 years of experience in automobile service operations, preferably in a dealership environment.
• Prior experience in managing a service/workshop team is mandatory.
• Strong understanding of automobile service processes, workshop operations, and dealership standards.
• Proven track record of achieving service targets and improving workshop performance.
• Strong technical knowledge of automobile systems, diagnostics, repair, and maintenance.
• Excellent leadership, communication, customer handling, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Customer-focused approach with strong relationship-building skills.
• Ability to work under pressure and manage target-driven teams.
• Proficiency in MS Office and dealership CRM/DMS systems.
• Possession of a valid four-wheeler driving license.

Key Performance Indicators (KPIs)

• Monthly Service Revenue
• Workshop Productivity & Efficiency
• Labour Revenue
• Parts & VAS Revenue
• Customer Satisfaction / CSI
• Customer Retention & Repeat Service
• Technician Productivity
• Bay Utilization
• Job Card Turnaround Time
• Repeat Repair / Rework Rate
• Customer Complaint Resolution
• Warranty & Insurance Claim Performance
• Overall Service Department Profitability