WORKS MANAGER (WM)

Job Title: Works Manager (Service & Body Shop)

Department

After Sales / Service Operations

Reporting To

General Manager – After Sales / Dealer Principal

Location

Automobile Dealership / Service Center

Job Purpose

To lead and manage the overall workshop operations, including General Service, Mechanical Repairs, Body Shop, Paint Shop, and Customer Service activities. The role is responsible for achieving productivity, revenue, profitability, customer satisfaction, quality standards, and manpower development while ensuring adherence to OEM guidelines and company policies.

Key Responsibilities

Workshop Operations Management

• Manage day-to-day operations of the service workshop and body shop.
• Ensure optimum utilization of manpower, tools, equipment, and workshop facilities.
• Monitor workshop loading, job allocation, and vehicle delivery commitments.
• Ensure adherence to OEM repair standards and operating procedures.
• Drive workshop productivity, efficiency, and labor utilization.

Body Shop & Insurance Operations

• Oversee Body Shop and Paint Shop operations.
• Monitor accident repair turnaround time (TAT).
• Coordinate with insurance companies and surveyors for claim approvals.
• Ensure quality repairs and timely vehicle delivery.
• Control rework percentage and improve first-time-right repairs.
• Drive body shop revenue, profitability, and insurance business growth.

Customer Satisfaction

• Ensure superior customer experience throughout the service process.
• Monitor customer complaints and ensure timely resolution.
• Improve CSI (Customer Satisfaction Index) and retention performance.
• Conduct regular reviews of customer feedback and corrective actions.

Financial & Business Performance

• Achieve workshop revenue, labor sales, and profitability targets.
• Monitor service absorption, productivity, efficiency, and operating expenses.
• Control warranty, goodwill, and rework costs.
• Prepare monthly business plans, forecasts, and performance reports.

Team Management

• Lead Service Advisors, Technicians, Body Shop Advisors, Denters, Painters, and Supervisors.
• Conduct performance reviews and coaching sessions.
• Identify training needs and ensure skill development of staff.
• Foster a culture of accountability, discipline, and continuous improvement.

Process & Quality Compliance

• Ensure compliance with OEM standards, safety norms, and statutory requirements.
• Conduct regular workshop audits and quality inspections.
• Process improvement initiatives.
• Maintain workshop housekeeping and safety standards.

Inventory & Resource Management

• Coordinate with Parts Department to ensure timely parts availability.
• Monitor tools, equipment maintenance, and workshop infrastructure.
• Ensure effective inventory control and minimize idle resources.

Key Performance Indicators (KPIs)

• Workshop Revenue
• Labor Sales Achievement
• Body Shop Revenue
• Insurance Claim Conversion
• Workshop Productivity & Efficiency
• Bay Utilization
• Customer Satisfaction Index (CSI)
• Vehicle Retention
• Repeat Repair Percentage
• Accident Repair Turnaround Time (TAT)
• Employee Productivity
• Warranty Compliance

Qualification

• Diploma / B.E. / B.Tech in Automobile or Mechanical Engineering.
• MBA preferred.

Experience

• 10–15 years of experience in Automobile After Sales Operations.
• Minimum 8 years of experience as Service Manager, Workshop Manager, or Works Manager.
• Mandatory experience in managing Workshop and Body Shop operations.
• Experience in dealership environment (Maruti Suzuki, Hyundai, Tata Motors, Mahindra, Kia) preferred.

Skills Required

• Workshop Operations Management
• Body Shop & Insurance Claim Management
• Team Leadership
• Customer Relationship Management
• Financial & MIS Analysis
• Productivity & Process Improvement
• OEM Compliance Management
• Problem Solving and Decision Making
• Communication and People Management

Preferred Candidate Profile

A results-oriented automobile professional with strong experience in workshop and body shop management, capable of driving operational excellence, customer satisfaction, team performance, and profitability across all after-sales functions.