Service Manager

PositionService Manager – Automobile Dealership

DepartmentService Department

Reports ToGeneral Manager / Dealer Principal

Job PurposeTo manage the complete service department operations, ensure excellent customer satisfaction, achieve service revenue and profitability targets, maintain service quality standards, and effectively manage technicians and other service staff.

• Key Responsibilities1. Service OperationsManage day-to-day workshop and service centre operations.
• Ensure timely vehicle delivery and efficient workshop workflow.
• Monitor vehicle inspection, diagnosis, repair and final quality checks.
• Ensure all vehicles are serviced according to company standards.
• Monitor pending, repeat and delayed vehicles and take corrective action.
• Ensure proper use and maintenance of workshop equipment and tools.
• 2. Customer SatisfactionHandle customer complaints and service escalations.
• Ensure customers receive proper explanations regarding repairs and estimates.
• Monitor customer feedback, CSI and service quality.
• Ensure timely follow-up with customers after service.
• Develop strong relationships with regular and fleet customers.
• 3. Business & RevenueAchieve monthly service targets, labour revenue and parts sales targets.
• Monitor service bookings, walk-in customers and repeat service customers.
• Increase customer retention and workshop penetration.
• Identify opportunities for additional service, accessories and maintenance work.
• Monitor daily, weekly and monthly service performance.
• 4. Team ManagementManage Service Advisors, Technicians, Warranty Staff and other workshop employees.
• Allocate work according to technician skills and workload.
• Monitor employee productivity and attendance.
• Conduct regular team meetings and performance reviews.
• Identify training requirements and improve employee technical and customer-handling skills.
• 5. Quality & ComplianceEnsure repairs are carried out as per manufacturer/dealership standards.
• Reduce repeat repairs and customer complaints.
• Ensure proper warranty claim procedures are followed.
• Monitor workshop safety, cleanliness and 5S standards.
• Ensure compliance with company policies, SOPs and statutory requirements.
• 6. Inventory & Cost ControlMonitor service parts availability and coordinate with the Parts Department.
• Control workshop consumables and operating expenses.
• Reduce unnecessary wastage and rework.
• Ensure proper handling of customer vehicles, tools and equipment.

7. ReportingPrepare and review:

• Daily workshop performance report
• Vehicle pending report
• Service revenue report
• Technician productivity report
• Customer complaint report
• Warranty claim report
• Monthly service target and achievement report
• Customer retention and repeat-service report
• Key Performance Indicators (KPIs)Monthly service revenue
• Number of vehicles serviced
• Labour revenue
• Parts sales
• Customer Satisfaction Index (CSI)
• Repeat repair percentage
• Technician productivity
• Technician efficiency
• Vehicle delivery on time
• Customer retention
• Warranty claim performance
• Workshop profitability
• Required QualificationsDiploma / Degree in Automobile Engineering or equivalent qualification.
• 5–10 years of experience in automobile service operations, preferably with dealership experience.
• Good knowledge of vehicle diagnosis, repair processes and workshop operations.
• Good leadership, communication and customer-handling skills.
• Basic knowledge of DMS, MS Excel and service reporting.
• Personal AttributesStrong leadership and team-management skills
• Customer-focused approach
• Good problem-solving ability
• Target-oriented mindset
• Good communication and negotiation skills
• Ability to work under pressure
• Strong discipline and accountability

Authority & AccountabilityThe Service Manager is responsible for the overall performance, profitability, quality, customer satisfaction and discipline of the Service Department and must ensure that all workshop activities are carried out according to company and manufacturer standards.