Service Manager

Job Summary:

The Service Manager is responsible for overseeing the daily operations of the service department to ensure customer satisfaction, profitability, and operational efficiency. This role involves managing the service team, maintaining manufacturer standards, and ensuring high-quality service delivery within the dealership.

Key Responsibilities:

• Supervise and manage all service department activities, ensuring efficient workflow and customer satisfaction.

• Plan and implement strategies to achieve service revenue and customer retention targets.

• Ensure all service operations comply with OEM (Original Equipment Manufacturer) standards and policies.

• Monitor and analyze department performance (labor sales, parts usage, service profitability, etc.).

• Handle customer escalations and ensure prompt resolution of service-related issues.

• Maintain strong coordination between workshop, body shop, parts, and front office teams.

• Ensure timely completion of repair and maintenance jobs with quality assurance.

• Conduct regular training sessions for service advisors, technicians, and support staff.

• Review and control warranty claims and ensure timely submission to OEM.

• Maintain service records, MIS reports, and key performance indicators.

• Implement customer feedback programs and take action for continuous improvement.

Required Skills & Competencies:

• Strong leadership and team management skills.

• Excellent communication and customer-handling ability.

• Deep knowledge of automotive systems, diagnostics, and service operations.

• Ability to manage profitability, budgets, and service performance metrics.

• Familiarity with DMS (Dealer Management System) software.

• Strong problem-solving and decision-making skills.

Educational Qualification:

• Bachelor’s Degree / Diploma in Automobile or Mechanical Engineering.

• MBA preferred (not mandatory).

Key Performance Indicators (KPIs):

• Customer Satisfaction Index (CSI)

• Service Revenue & Profitability

• Productivity & Efficiency

• Repeat Repair Ratio

• Warranty Claim Accuracy

Job Types: Full-time, Permanent

Work Location: In person