Service Manager

A. Workshop Operations

• Manage the day-to-day operations of the service centre.
• Ensure vehicles are serviced and repaired according to Honda service standards and procedures.
• Monitor vehicle intake, job card opening, work allocation, repair progress, quality checks, and vehicle delivery.
• Ensure timely completion of service jobs and minimise vehicle delivery delays.
• Monitor workshop cleanliness, safety, tools, and equipment.
• Ensure proper handling of customer vehicles and workshop resources.

B. Team Management

• Supervise Service Advisors, Technicians, Team Leaders, Supervisors, and other service staff.
• Allocate work according to technician skills, workload, and productivity.
• Monitor staff attendance, punctuality, discipline, and performance.
• Conduct regular team meetings and provide technical and operational guidance.
• Identify training requirements and improve employee performance.
• Coordinate with HR for recruitment, manpower planning, performance reviews, and staff-related issues.

C. Customer Satisfaction

• Ensure excellent customer service throughout the vehicle servicing process.
• Handle escalated customer complaints and ensure timely resolution.
• Monitor customer feedback, satisfaction ratings, and repeat complaints.
• Ensure customers receive accurate estimates, service updates, and delivery commitments.
• Follow up on customer concerns and ensure corrective action is taken.
• Promote customer retention and repeat service visits.

D. Business Development and Revenue

• Achieve monthly service revenue and labour sales targets.
• Monitor vehicle inflow, paid service, free service, periodic maintenance, and repair jobs.
• Improve customer retention and increase repeat service business.
• Monitor labour revenue, spare parts sales, value-added services, and other service-related income.
• Identify opportunities to improve workshop capacity utilisation and revenue.
• Review daily, weekly, and monthly business performance against targets.

E. Productivity and Quality Control

• Monitor technician productivity, efficiency, and utilisation.
• Ensure proper diagnosis and first-time repair quality.
• Reduce repeat repairs, rework, and customer complaints.
• Ensure quality inspection before vehicle delivery.
• Monitor pending vehicles, work-in-progress, and delayed repair jobs.
• Ensure warranty jobs and warranty claims are processed according to company and Honda procedures.

F. Spare Parts and Inventory Coordination

• Coordinate with the Parts Department to ensure the availability of required spare parts.
• Monitor fast-moving parts, stock shortages, and parts-related service delays.
• Minimise vehicle hold-ups caused by spare parts unavailability.
• Ensure proper documentation and coordination for warranty parts and claims.

G. Reporting and Administration

• Prepare and review daily, weekly, and monthly service performance reports.
• Monitor vehicle inflow, labour sales, spare parts sales, productivity, and customer satisfaction.
• Review pending job cards, work-in-progress, repeat repairs, and customer complaints.
• Ensure accurate job cards, estimates, invoices, and service records.
• Implement company policies, standard operating procedures, and applicable safety requirements.

3. Qualifications and Experience

• Diploma or Degree in Automobile Engineering, Mechanical Engineering, or a related field preferred.
• Relevant experience in a two-wheeler service centre or automobile workshop.
• Prior experience in a Service Manager, Workshop Manager, or senior service supervisory role preferred.
• Experience in Honda two-wheeler service operations will be an added advantage.
• Basic knowledge of MS Excel, workshop management systems, and service reporting.

4. Required Skills

• Strong leadership and team management.
• Excellent customer handling and complaint resolution.
• Technical understanding of two-wheeler servicing and repairs.
• Business planning and target achievement.
• Analytical, problem-solving, and decision-making skills.
• Strong communication and coordination abilities.
• Ability to manage multiple activities under pressure.

5. Key Performance Indicators (KPIs)

The Service Manager will be evaluated based on the following:

• Monthly service revenue and labour sales achievement.
• Number of vehicles serviced against the assigned target.
• Technician productivity, efficiency, and utilisation.
• Customer satisfaction and feedback ratings.
• Customer retention and repeat service performance.
• Reduction in repeat repairs and customer complaints.
• Timely vehicle delivery and reduction in pending jobs.
• Spare parts sales and availability.
• Workshop profitability and operational cost control.
• Compliance with Honda service standards and company policies.

Pay: ₹40,000.00 - ₹55,000.00 per month

Work Location: In person