Service Manager

Role & responsibilities

Job Title:

Location:

Reporting To:

Job Summary:

The Two-Wheeler Service Manager is responsible for overseeing all aspects of the service department, ensuring efficient operations, high customer satisfaction, and profitability. This role involves leading a team of service technicians and advisors, managing workshop activities, optimizing service processes, and maintaining strong relationships with customers. The ideal candidate will possess strong technical knowledge of two-wheelers, excellent leadership skills, and a commitment to delivering exceptional service.

Key Responsibilities:

• Service Operations Management:

  
  
• Plan, organize, and control the flow of work through the service department to ensure maximum efficiency and productivity.
• Manage scheduling, dispatching, and quality control of all service jobs.
• Ensure all repair and maintenance work is carried out according to manufacturer specifications and dealership standards.
• Monitor and manage service bay utilization and technician efficiency.
• Implement and maintain strict safety protocols within the workshop.
• Oversee parts ordering and inventory management for the service department.

• Team Leadership & Development:

  
  
• Recruit, train, mentor, and motivate a team of service technicians and service advisors.
• Conduct performance reviews and provide constructive feedback.
• Foster a positive and productive work environment.
• Identify training needs and coordinate professional development opportunities for the team.

• Customer Satisfaction:

  
  
• Ensure a high level of customer satisfaction by addressing customer inquiries, concerns, and complaints promptly and effectively.
• Develop and implement strategies to enhance the customer service experience.
• Maintain clear and consistent communication with customers regarding service progress and costs.
• Handle escalated customer issues with professionalism and a focus on resolution.

• Quality Control & Compliance:

  
  
• Implement and enforce quality control procedures for all service work.
• Ensure compliance with all manufacturer warranty policies and procedures.
• Stay updated on the latest technical information, recalls, and service bulletins from manufacturers.
• Maintain a clean, organized, and safe workshop environment.

• Reporting & Analysis:

  
  
• Generate regular reports on service department performance, including revenue, expenses, customer satisfaction, and technician productivity.
• Analyze data to identify trends, opportunities, and areas for improvement.
• Present findings and recommendations to the General Manager.

Qualifications:

• Education:

  Bachelor's degree or Diploma in Automobile Engineering, Mechanical Engineering, or a related field preferred.

• Experience:

• Minimum of 5 years of experience in a two-wheeler service environment, with at least 3 years in a supervisory or management role.
• Experience working in a dealership setting is highly preferred.

• Technical Skills:

• In-depth knowledge of two-wheeler mechanical and electrical systems.
• Proficiency in diagnostic tools and equipment.
• Understanding of workshop management software and dealership management systems (Hi-rise).

• Managerial Skills:

• Proven leadership and team management abilities.
• Strong organizational and time management skills.
• Excellent problem-solving and decision-making capabilities.
• Ability to work under pressure and meet deadlines.

• Communication Skills:

• Exceptional interpersonal and communication skills (verbal and written).
• Ability to effectively interact with customers, technicians, and management.

• Other:

• Valid two-wheeler driving license.
• Proficiency in local language -Malayalam is mandatory.
• Proficiency in English.