Service Manager

Role & responsibilities

• Manage the complete after-sales service operations of the two-wheeler dealership, including vehicle intake, job card creation, bay allocation, and timely delivery.
• Achieve monthly targets for service throughput, labour revenue, spare parts, lubricants, and accessories sales.
• Ensure high Customer Satisfaction Index (CSI) scores and resolve escalated customer complaints promptly.
• Monitor workshop productivity, turnaround time (TAT), and quality of work, keeping repeat repairs to a minimum.
• Promote value-added services such as AMCs, extended warranty, roadside assistance (RSA), and periodic maintenance packages.
• Process warranty claims accurately and on time, ensuring minimal rejections.
• Coordinate with the OEM service team on technical issues, recalls, product campaigns, and audits, and ensure compliance with OEM service standards.
• Lead, train, and motivate service advisors, technicians, and support staff, and handle manpower planning and performance reviews.
• Coordinate with the spare parts department to ensure availability of parts and reduce vehicle downtime.
• Organise service camps and customer retention activities, and improve free-to-paid service conversion.
• Ensure accurate job closure in the Dealer Management System (DMS) and prepare daily, weekly, and monthly MIS reports.
• Maintain workshop safety, cleanliness, and 5S standards, and control operating expenses.

Preferred candidate profile

• Diploma or Degree in Automobile or Mechanical Engineering (ITI with strong experience may also be considered).
• 5 to 8 years of experience in two-wheeler service, with at least 2 to 3 years in a supervisory or managerial role at an authorised dealership.
• Strong technical knowledge of two-wheeler engines, electricals, fuel injection (FI), and diagnostics. EV exposure is an added advantage.
• Good understanding of OEM service processes, warranty procedures, and DMS software.
• Proven track record of achieving service revenue and CSI targets.
• Strong leadership, team handling, and customer management skills.
• Good communication skills in English, Hindi, and the local language (e.g., Telugu).
• Working knowledge of MS Excel and MIS reporting.
• Candidates from the same brand or a reputed two-wheeler dealership will be preferred.