WORKSHOP MANAGER

The Workshop Manager is responsible for overseeing all operations of the two-wheeler service workshop, ensuring profitability, high Customer Satisfaction Index (CSI), and maintaining premium service quality in line with Suzuki Motorcycle India Pvt. Ltd. (SMIPL) standards. This role requires a strong blend of technical expertise, people management, and business acumen.

Key Responsibilities

1. Workshop Operations & Quality Management

• Supervision: Manage the day-to-day operations of the service bay, ensuring optimal workflow, discipline, and efficiency.
• Process Compliance: Ensure all repair and maintenance processes, including diagnostics, job card opening/closing, and quality checks, strictly adhere to SMIPL guidelines and service manuals.
• Quality Control: Conduct final checks on repaired vehicles to ensure a high First-Time-Fix Rate (FTFR) and minimize customer "come-backs."
• Resource Allocation: Effectively manage bay utilization and allocate jobs to technicians based on skill level and workload to maximize throughput.

2. Team Leadership & Development

• Staff Management: Hire, train, motivate, and mentor Service Advisors, Technicians, and other workshop staff.
• Training: Identify and coordinate technical and soft-skills training (internal and OEM-provided) to keep the team updated on new Suzuki models and technologies.
• Productivity: Monitor and track technician productivity and efficiency metrics (e.g., Hours Sold per Repair Order).

3. Customer Service & Retention

• Customer Handling: Oversee the Service Advisors' interaction with customers, ensuring clear communication, accurate cost estimates, and timely updates.
• Complaint Resolution: Handle escalated customer complaints professionally and promptly, working to achieve a positive resolution while maintaining dealership goodwill.
• CSI Focus: Implement strategies to consistently achieve high scores in the Customer Satisfaction Index (CSI) as per Suzuki norms.
• Post-Service Follow-up: Ensure a robust 24-hour follow-up system is in place to confirm customer satisfaction.

4. Profitability & Inventory Management

• Financial Performance: Drive the service department's profitability by controlling costs, optimizing the Effective Labor Rate, and meeting monthly revenue targets.
• Parts Management: Coordinate with the Parts Manager to ensure optimal inventory levels of fast-moving spares and consumables, minimizing delays in repair work.
• Warranty Management: Oversee the warranty claim process, ensuring all documentation is accurate and submitted to SMIPL for timely reimbursement.

5. Safety & Infrastructure

• Safety Compliance: Ensure the workshop environment is kept clean, organized (5S methodology), and compliant with all health and safety regulations.
• Equipment Maintenance: Ensure all workshop tools, diagnostic equipment, and infrastructure are properly maintained and calibrated.

Required Qualifications & Skills

• Experience: Minimum 3-5 years of experience in managing a Service Workshop, preferably within an automotive or two-wheeler dealership.
• Education: Diploma or Degree in Automobile/Mechanical Engineering is preferred.
• Technical Knowledge: In-depth knowledge of two-wheeler mechanical, electrical, and engine systems. Experience with Suzuki models is a significant advantage.
• Management Skills: Proven ability to lead a team, manage high-volume operations, and execute standard operating procedures (SOPs).
• Soft Skills: Exceptional communication, customer handling, and conflict resolution skills.
• IT Skills: Proficiency in using Dealer Management Systems (DMS) and Microsoft Office Suite.

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Expected Start Date: 04/11/2025