Service Manager

Job Description

the Job Summary: Accountable with stakeholders to deliver service-related business growth and create improvement plans; addresses lagging indicators, promotes operational efficiencies. Key Responsibilities: 1. Visit the customers of AMC, CAMC, Fleet owners, etc. Need to have good CRM with top twenty customers. 2. Responsible for managing all aspects of the service department, including the team of service advisors, technicians, and support staff. 3. To ensure exceptional customer service. They must address customer concerns, complaints, and inquiries promptly and courteously for escalations. 4. Adhere to Service delivery process to optimize efficiency and new policies. 5. Responsible for maintaining high-quality service standards. PM quality, ensuring availability of soft tools and standard tools. 6. Supports the technicians in diagnosing complex issues and finding appropriate solutions in case of escalations. 7. Responsible for managing the service department's budget, monitoring expenses, and optimizing revenue. 8. Ensures that the service department complies with all safety and environmental regulations. 9. Identifies training needs for the service team and arranges skill development sessions to enhance their capabilities. 10. Oversees the day-to-day operations of the service department. They implement efficient workflows, monitor service processes. 11. AMC Audit 12. Failure trend analysis and accordingly parts stocking 13. Achieve DSC Score and timely monitoring KPI and safety measures. Qualifications and Competencies Customer Service: Exceptional customer service skills are crucial for understanding customer needs, pain areas, addressing inquiries and complaints, and ensuring a positive service experience for all customers as per region. Technical Knowledge: A thorough understanding of product and technical aspects is vital for providing guidance to service advisors and technicians, especially when dealing with complex issues. Conflict Resolution: Resolving conflicts among team members or with customers in a professional and diplomatic manner is essential for maintaining a positive work environment and customer satisfaction with team building. Industry Knowledge : Staying updated with industry trends, manufacturer guidelines, and best practices is important for ensuring that the service department meets the highest standards and compliance requirements. Lead generation and PM quality: Service Managers should have ability to guide the team for identifying discrepancies and generating leads for the dealership. Job Types: Full-time, Permanent Pay: ₹500,000.00 - ₹600,000.00 per year Schedule: Day shift Work Location: In person