Service Manager

Job Title: Two-Wheeler Service Manager

Location: Kochi, Kerala

Reporting To: General Manager / Dealership Principal

Job Summary:

The Two-Wheeler Service Manager is a pivotal leadership role responsible for the overall operation, performance, and profitability of the dealership's two-wheeler service department in Kochi, Kerala. This individual will lead, mentor, and motivate a team of service technicians and advisors, ensuring the delivery of exceptional customer service, efficient workshop operations, and adherence to manufacturer standards. The ideal candidate will possess a strong technical background, proven leadership capabilities, excellent customer relations skills, and a deep understanding of the local market dynamics.

Key Responsibilities:

• Service Operations Management:
• Strategically plan, organize, and control the daily workflow within the service department to maximize efficiency, productivity, and service bay utilization.
• Oversee job scheduling, technician dispatch, and quality control of all service and repair work, ensuring adherence to manufacturer guidelines and dealership standards.
• Implement and monitor key performance indicators (KPIs) such as labor efficiency, comeback rates, repair order cycle time, and customer satisfaction scores.
• Manage and optimize the flow of spare parts, collaborating closely with the parts department to ensure availability and minimize downtime.
• Maintain a safe, clean, and organized workshop environment, ensuring compliance with all local safety regulations and company policies.
• Implement and enforce environmental best practices for waste disposal and resource management.
• Team Leadership & Development:
• Recruit, train, develop, and retain a high-performing team of service technicians and service advisors.
• Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional growth and skill enhancement.
• Foster a positive, collaborative, and results-oriented team culture, promoting continuous learning and adherence to best practices.
• Manage team scheduling, attendance, and disciplinary actions as required.
• Customer Satisfaction & Relationship Management:
• Champion a customer-centric approach, ensuring all customer interactions are handled with professionalism, transparency, and a focus on satisfaction.
• Proactively address and resolve escalated customer complaints and concerns, turning challenges into positive customer experiences.
• Implement strategies to enhance the overall customer service journey, from initial contact to vehicle handover.
• Build and maintain strong, long-term relationships with customers, fostering loyalty and repeat business.
• Educate customers on vehicle maintenance needs and recommended services.
• Financial Performance & Budget Management:
• Develop, monitor, and manage the service department's budget, ensuring the achievement of revenue, gross profit, and net profit targets.
• Analyze financial reports, identify trends, and implement corrective actions to optimize profitability.
• Identify and implement strategies for increasing service sales, including upselling value-added services and genuine parts.
• Manage operational costs effectively, including labor, consumables, and utilities.
• Ensure accurate billing, timely collection of payments, and proper handling of cash and credit transactions.
• Quality Control & Compliance:
• Establish and enforce rigorous quality control processes for all repairs and services performed.
• Ensure strict compliance with manufacturer warranty policies and procedures, submitting claims accurately and promptly.
• Stay abreast of the latest technical advancements, service bulletins, and recall campaigns from two-wheeler manufacturers.
• Adhere to all local laws, regulations, and industry standards pertaining to vehicle service and repair.
• Reporting & Analysis:
• Prepare and present comprehensive reports on service department performance, including revenue, expenses, technician productivity, customer satisfaction, and inventory turns, to the General Manager.
• Utilize data analytics to identify areas for improvement, forecast future needs, and make informed business decisions.

Qualifications:

• Education: Bachelor's Degree or Diploma in Automobile Engineering, Mechanical Engineering, or a related field.
• Experience:
• Minimum of 3-5 years of progressive experience in a two-wheeler service environment.
• At least 3-5 years of proven experience in a Service Manager or Assistant Service Manager role within a reputable two-wheeler dealership.
• Strong track record of achieving financial targets and high customer satisfaction.
• Technical Expertise:
• In-depth knowledge of two-wheeler mechanical, electrical, and electronic systems.
• Proficiency in modern diagnostic tools, equipment, and workshop management software (DMS).
• Familiarity with various two-wheeler brands popular in the Indian market.
• Managerial & Leadership Skills:
• Exceptional leadership, team-building, and motivational abilities.
• Strong organizational skills with the ability to prioritize and manage multiple tasks effectively.
• Excellent problem-solving, decision-making, and analytical skills.
• Ability to perform effectively under pressure and in a fast-paced environment.
• Communication & Interpersonal Skills:
• Outstanding verbal and written communication skills in English and Malayalam.
• Strong negotiation and conflict resolution abilities.
• Ability to effectively interact with customers, technicians, parts staff, and dealership management.
• Other Requirements:
• Valid two-wheeler driving license.
• Proficiency in MS Office Suite (Excel, Word, PowerPoint).
• A passion for the two-wheeler industry and a commitment to continuous learning.

To Apply:

Interested and qualified candidates are invited to call /submit their updated resume to Hr Assistant-7356688841.

Job Type: Full-time

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person