Service Manager

Job Summary:

The Service Manager is responsible for leading and managing the complete after-sales service operations of the heavy equipment dealership outlet. This includes workshop management, field service operations, spare parts coordination, customer satisfaction, revenue generation, team development, and ensuring profitability of the service department.

The role demands strong technical knowledge of heavy machinery, operational leadership, and customer relationship management skills.

Key Responsibilities

1️⃣ Service Operations Management

• Oversee day-to-day field service operations.
• Ensure timely diagnosis, repair, and maintenance of heavy equipment.
• Maintain high standards of workmanship and safety compliance.
• Monitor job cards, turnaround time (TAT), and productivity metrics.

2️⃣ Revenue & Profitability

• Achieve monthly and annual service revenue targets.
• Drive AMC (Annual Maintenance Contracts) and preventive maintenance programs.
• Control warranty claim processes and improve recovery rates.
• Optimize labor utilization and cost efficiency.

3️⃣ Customer Relationship Management

• Maintain strong relationships with key customers.
• Ensure quick resolution of customer complaints.
• Conduct periodic customer satisfaction reviews.
• Improve service retention and repeat business.

4️⃣ Team Leadership & Development

• Lead, mentor, and supervise service advisors, technicians, and support staff.
• Conduct technical and soft skill training programs.
• Implement performance appraisals and productivity tracking.

5️⃣ Inventory & Spare Parts Coordination

• Coordinate with parts department to ensure spare parts availability.
• Monitor parts consumption and reduce dead inventory.
• Ensure proper warranty part handling and documentation.

6️⃣ Compliance & Safety

• Ensure adherence to OEM service standards and policies.
• Maintain workshop safety norms and statutory compliance.
• Implement quality control checks.

7️⃣ Reporting & MIS

• Prepare service performance reports (Revenue, TAT, Productivity, Warranty).
• Analyze KPIs and implement improvement strategies.
• Maintain accurate documentation and audit readiness.