Service Manager

SERVICE MANAGER – BAJAJ 2-WHEELER 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 fast-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