Service Manager

Job Description

Company: Scooterman Automotives Pvt Ltd
Department: Service
Position: Service Manager
Industry:Electric Vehicle (EV) / Automotive
Job Type: Full-Time
Working Hours: 9.30 AM – 6:30 PM

Job Summary

We are looking for an experienced and result-oriented *Service Manager* to manage the overall service centre operations, ensure excellent customer experience, lead the technical team, and achieve service targets.

The Service Manager will be responsible for workshop performance, customer satisfaction, technician productivity, quality control, service revenue, and customer retention.

Key Responsibilities

1. Service Centre Operations

* Manage day-to-day service centre operations.
* Ensure smooth vehicle service and repair processes.
* Monitor workshop productivity and technician utilisation.
* Ensure proper job allocation and timely delivery of vehicles.
* Maintain service quality and operational standards.

2. Team Management

* Lead and supervise Technicians, Senior Technicians, Service Advisors, CRE and other service staff.
* Allocate work according to employee skills and workload.
* Monitor individual and team performance.
* Conduct regular team meetings and provide guidance.
* Identify training and development requirements.

3. Customer Management & Retention

* Handle important and escalated customer complaints.
* Ensure customers receive timely updates regarding vehicle service.
* Monitor customer satisfaction after service.
* Drive repeat service visits and customer retention.
* Follow up on dissatisfied customers and ensure proper resolution.

4. Service & Business Targets

* Achieve monthly service revenue and operational targets.
* Monitor service orders, labour revenue and other service-related business metrics.
* Track repeat customers and service retention.
* Monitor pending and overdue vehicles.
* Identify opportunities to improve service business.

5. Quality & Technical Control

* Ensure vehicles are serviced according to prescribed procedures.
* Monitor repair quality and reduce repeat complaints.
* Ensure proper diagnosis of technical issues.
* Conduct quality checks before vehicle delivery.
* Minimise rework and customer complaints.

6. Parts Coordination

* Coordinate with the Parts team for timely availability of required parts.
* Monitor parts usage and availability.
* Reduce vehicle waiting time caused by parts shortages.
* Ensure proper control of parts used for service jobs.

7. Reporting & MIS

* Prepare and review daily and monthly service reports.
* Track service revenue, vehicle inflow, productivity and customer satisfaction.
* Monitor pending jobs and vehicle delivery status.
* Submit required reports to management.
* Analyse service performance and take corrective actions.

8. Customer Retention

* Take ownership of **Service Customer Retention**.
* Monitor customers who have not returned for scheduled service.
* Ensure follow-up through the CRE/service team.
* Review service retention reports regularly.
* Coordinate with HR for periodic audits of customer retention activities.

Key Performance Indicators (KPIs)

* Service Revenue
* Number of Vehicles Serviced
* Technician Productivity
* Workshop Utilisation
* Customer Satisfaction
* Customer Retention
* Repeat Complaints / Rework
* On-Time Vehicle Delivery
* Average Repair Order Value
* Pending Job Orders
* Parts Availability & Coordination
* Team Performance

Required Skills

* Strong service centre/workshop management skills
* EV/automotive service knowledge
* Team leadership and people management
* Customer handling and complaint resolution
* Target and performance management
* Good communication and interpersonal skills
* Problem-solving and decision-making ability
* Basic knowledge of service MIS and reporting
* Ability to work under operational pressure

Qualification & Experience

Education: Diploma / ITI / Bachelor’s degree in Automobile, Mechanical or related field preferred.

Experience:** 4–7 years of relevant automotive/EV service experience, preferably with supervisory or managerial experience.

Preferred Candidate Profile

* Experience in automobile or EV service operations.
* Strong leadership and customer-handling ability.
* Target-oriented and disciplined.
* Ability to manage technicians and service advisors effectively.
* Good understanding of workshop operations and service processes.
* Willingness to take ownership of customer satisfaction and service performance