Role & responsibilities Job Title: Two-Wheeler Service Manager Location: Kochi Reporting To: General Manager/Dealership Principal Job Summary: The Two-Wheeler Service Manager is responsible for overseeing all aspects of the service department, ensuring efficient operations, high customer satisfaction, and profitability. This role involves leading a team of service technicians and advisors, managing workshop activities, optimizing service processes, and maintaining strong relationships with customers. The ideal candidate will possess strong technical knowledge of two-wheelers, excellent leadership skills, and a commitment to delivering exceptional service. Key Responsibilities: Service Operations Management: Plan, organize, and control the flow of work through the service department to ensure maximum efficiency and productivity. Manage scheduling, dispatching, and quality control of all service jobs. Ensure all repair and maintenance work is carried out according to manufacturer specifications and dealership standards. Monitor and manage service bay utilization and technician efficiency. Implement and maintain strict safety protocols within the workshop. Oversee parts ordering and inventory management for the service department. Team Leadership & Development: Recruit, train, mentor, and motivate a team of service technicians and service advisors. Conduct performance reviews and provide constructive feedback. Foster a positive and productive work environment. Identify training needs and coordinate professional development opportunities for the team. Customer Satisfaction: Ensure a high level of customer satisfaction by addressing customer inquiries, concerns, and complaints promptly and effectively. Develop and implement strategies to enhance the customer service experience. Maintain clear and consistent communication with customers regarding service progress and costs. Handle escalated customer issues with professionalism and a focus on resolution. Quality Control & Compliance: Implement and enforce quality control procedures for all service work. Ensure compliance with all manufacturer warranty policies and procedures. Stay updated on the latest technical information, recalls, and service bulletins from manufacturers. Maintain a clean, organized, and safe workshop environment. Reporting & Analysis: Generate regular reports on service department performance, including revenue, expenses, customer satisfaction, and technician productivity. Analyze data to identify trends, opportunities, and areas for improvement. Present findings and recommendations to the General Manager. Qualifications: Education: Bachelor's degree or Diploma in Automobile Engineering, Mechanical Engineering, or a related field preferred. Experience: Minimum of 5 years of experience in a two-wheeler service environment, with at least 3 years in a supervisory or management role. Experience working in a dealership setting is highly preferred. Technical Skills: In-depth knowledge of two-wheeler mechanical and electrical systems. Proficiency in diagnostic tools and equipment. Understanding of workshop management software and dealership management systems (Hi-rise). Managerial Skills: Proven leadership and team management abilities. Strong organizational and time management skills. Excellent problem-solving and decision-making capabilities. Ability to work under pressure and meet deadlines. Communication Skills: Exceptional interpersonal and communication skills (verbal and written). Ability to effectively interact with customers, technicians, and management. Other: Valid two-wheeler driving license. Proficiency in local language -Malayalam is mandatory. Proficiency in English.