Service Manager – Commercial Vehicles Full Time NEW

Job Purpose:

The Automotive Service Manager will oversee day-to-day workshop operations and lead a high-performing team of service advisors and technicians. This role plays a pivotal part in collaborating with senior management to develop, implement, and continuously improve the organization’s service strategies, policies, and procedures ensuring operational excellence, regulatory compliance, and an outstanding customer experience across all franchise service centers.

Job Responsibilities:

Operations Management

• Manage all aspects of daily workshop operations across franchise service centers.
• Develop and implement Standard Operating Procedures (SOPs) to enhance productivity, efficiency, and service quality.
• Identify and evaluate avenues to expand the service business and generate incremental revenue streams.
• Monitor workshop capacity and resource allocation to maximize throughput and minimize turnaround times.

Customer Experience & Retention

• Drive customer acquisition and retention strategies to improve profitability and sustainable business growth.
• Handle escalated customer concerns with professionalism, ensuring prompt resolution and customer delight.
• Champion a customer-first culture throughout the service team and all touchpoints.

Team Leadership & Development

• Recruit, train, mentor, and motivate service advisors and technicians to achieve performance excellence.
• Conduct regular performance appraisals, provide constructive feedback, and develop individual growth plans.
• Foster a culture of accountability, continuous learning, and teamwork within the department.

Performance Management & Financial Oversight

• Develop sales forecasts, set departmental targets, and work diligently to achieve them.
• Monitor key performance metrics — productivity, profitability, efficiency, and customer satisfaction — ensuring continuous improvement.
• Manage departmental budgets and maintain strong cost-consciousness to safeguard business margins.

Compliance, Safety & Technical Standards

• Ensure full compliance with all safety, environmental, and manufacturer standards and policies.
• Demonstrate strong technical expertise in automotive systems, diagnostics, and repair procedures.
• Stay current with evolving OEM guidelines, warranty procedures, and industry best practices.

Job Requirements:

Education

• Bachelor’s degree in Automobile Engineering, Mechanical Engineering, or a closely related discipline.
• Relevant professional certifications (e.g., OEM-accredited training programs) are an advantage.

Experience

• 10–12 years of progressive experience in automotive service operations, preferably within a franchise or OEM-authorized environment.
• Proven track record managing multi-technician workshops, service advisors, and supporting staff.
• Demonstrable experience owning P&L metrics and service revenue targets.

Skills & Competencies

• Comprehensive understanding of automotive systems, diagnostics, and repair processes.
• Proven leadership and people management capabilities; able to inspire and hold teams accountable.
• Strong communication, negotiation, and interpersonal skills.
• Superior organizational and problem-solving abilities with attention to detail.
• Results-driven mindset with strong cost-consciousness and business acumen.
• Proficiency in Dealer Management Systems (DMS) and MS Office Suite.