Job Title: Service Manager
Job Summary:
The Service Manager is responsible for overseeing the daily operations of the service department, ensuring efficient workflow, high-quality service delivery, and excellent customer satisfaction. This role involves managing staff, optimizing processes, and achieving service performance targets.
Key Responsibilities:
- Manage and supervise the service team, including Service Advisors and technicians.
- Plan and control daily service operations to ensure timely job completion.
- Monitor service quality and ensure compliance with company standards.
- Handle escalated customer complaints and ensure effective resolution.
- Set and track service performance targets (productivity, revenue, customer satisfaction).
- Coordinate with other departments such as sales, parts, and administration.
- Ensure proper allocation of work and efficient use of resources.
- Oversee inventory of tools, equipment, and spare parts.
- Implement and maintain safety standards and workplace discipline.
- Analyze service reports and implement process improvements.
- Train, mentor, and evaluate team members.
Required Qualifications:
- Bachelor’s degree or Diploma in Automobile Engineering, Mechanical Engineering, or related field.
- 5–10+ years of experience in service operations, with leadership experience preferred.
- Strong technical knowledge of vehicles and repair processes.
- Proven experience in team management and customer service.
Preferred Skills:
- Experience in automotive dealerships or service centers.
- Knowledge of service management systems and ERP software.
- Strong leadership and decision-making skills.
- Financial and operational management understanding.
- Ability to work under pressure and meet targets.
Key Competencies:
- Leadership & team management
- Customer relationship management
- Problem-solving & decision-making
- Operational planning
- Communication & coordination
Working Conditions:
- Based in workshops, service centers, or dealerships.
- May require extended working hours, weekends, or peak service periods.
- Involves both administrative and field-level supervision.
