Service Manager

1. Job Purpose

The Service Manager is responsible for managing day-to-day service operations, achieving service revenue targets, ensuring customer satisfaction, maintaining workshop productivity, controlling repair quality and ensuring timely delivery of vehicles.

2. Roles and Responsibilities

A. Service Operations Management

• Manage daily service department operations.
• Plan and monitor vehicle servicing, repairs and maintenance activities.
• Ensure timely vehicle delivery as per customer commitments.
• Monitor vehicle inflow, job allocation and work progress.
• Ensure proper implementation of OEM service procedures.
• Coordinate with the workshop team to resolve operational issues.

B. Revenue & Business Development

• Achieve monthly service revenue and labour targets.
• Increase customer-pay jobs, repeat service business and value-added services.
• Identify new business opportunities from fleet operators and commercial vehicle customers.
• Monitor daily, weekly and monthly revenue performance.
• Improve customer retention and workshop business growth.

C. Customer Relationship Management

• Ensure proper customer handling and service experience.
• Handle customer complaints and escalations.
• Monitor customer feedback and take corrective action.
• Ensure regular communication regarding repair estimates and vehicle status.
• Conduct customer follow-ups after vehicle delivery.
• Maintain good relationships with fleet owners and transport operators.

D. Workshop Productivity & Quality

• Monitor technician productivity and efficiency.
• Ensure proper job allocation based on technician skills.
• Review pending jobs and vehicle turnaround time.
• Reduce repeat repairs and customer complaints.
• Ensure quality inspection before vehicle delivery.
• Monitor workshop manpower and bay utilization.

E. Team Management

• Supervise Service Advisors, Workshop Supervisors and Technicians.
• Allocate responsibilities and monitor employee performance.
• Conduct daily team meetings and performance reviews.
• Identify employee training requirements.
• Maintain discipline and teamwork within the department.

F. Warranty & Technical Coordination

• Ensure timely warranty claim documentation and submission.
• Coordinate with OEM technical teams for vehicle-related issues.
• Monitor warranty claims and rejected claims.
• Ensure proper implementation of service campaigns and recalls.
• Ensure compliance with OEM service standards.

G. Spare Parts Coordination

• Coordinate with the spare parts department for required materials.
• Ensure availability of fast-moving spare parts.
• Monitor pending jobs due to parts shortages.
• Minimize vehicle downtime caused by material delays.

H. Safety & Administration

• Maintain workshop cleanliness and housekeeping.
• Ensure compliance with workshop safety procedures.
• Monitor proper usage of tools, equipment and PPE.
• Maintain service records and operational reports.
• Ensure compliance with company policies and procedures.

3. Authority & Accountability

• Responsible for day-to-day performance of the service department.
• Accountable for service revenue, customer satisfaction and workshop productivity.
• Authorized to allocate jobs and coordinate departmental resources within approved policies.
• Responsible for resolving customer and operational issues and escalating major matters to the Service General Manager.
• Accountable for maintaining service quality, safety and OEM compliance.

4. Educational Qualification & Experience

• Diploma / Bachelors Degree in Automobile or Mechanical Engineering preferred.
• 58 years of experience in automobile or commercial vehicle service operations preferred.
• Prior experience in supervising service advisors, technicians or workshop operations.
• Knowledge of commercial vehicle systems, service processes, warranty procedures and customer handling.
• Good communication, team management, problem-solving and computer skills.

Interested candidates please contact :

Contact no: 8925954029

Mail : hrm.al@chendurautomobiles.com