Senior Service Manager

Job Description: Senior Service Manager

Company: Global Suzuki Palakkad

Location: Palakkad, Kerala Industry: Authorized Suzuki Two-Wheeler Dealership Experience: Minimum 3+ years in an Automobile Dealership Service/Management role

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Job Summary

The Senior Service Manager is responsible for leading the entire after-sales service operation at Global Suzuki Palakkad. This senior role requires a proven leader to ensure the service department operates efficiently, profitably, and, most importantly, achieves the highest levels of Customer Satisfaction Index (CSI), while strictly adhering to Suzuki India standards and company policies. The manager will be a key driver for the department's revenue and quality goals.

Key Responsibilities

1. Team Leadership & Management

2. Lead and Mentor: Lead, motivate, and manage a team of Service Advisors, Technicians, Floor Supervisors, and other support staff.

3. Performance Management: Set clear performance targets (KPIs) for the service team, monitor their daily productivity, and conduct regular performance reviews and feedback sessions.

4. Training & Development: Identify training needs for technicians and advisors, coordinating with the manufacturer (Suzuki) for necessary skill upgradation and technical certifications.

5. Operations & Profitability Management

6. Efficient Workflow: Oversee and optimize the entire service cycle, from job card opening, vehicle diagnosis, repair, quality check, to final vehicle delivery, ensuring the shortest possible Turnaround Time (TAT).

7. Inventory Control: Work closely with the Parts Manager to ensure optimal stock levels of fast-moving spares and accessories to prevent delays in repair work.
8. Revenue Generation: Develop and implement strategies to increase service revenue, including promoting value-added services, extended warranties, and genuine parts sales.

9. Budgeting: Manage the department's operational budget, control costs, and maximize service profitability.

10. Customer Experience & Quality Assurance

11. CSI Focus: Implement best practices to consistently achieve and exceed the manufacturer's Customer Satisfaction Index (CSI) targets.

12. Complaint Resolution: Act as the final point of contact for escalated customer complaints, ensuring prompt, professional, and effective resolution to maintain customer loyalty.

13. Quality Control: Establish and enforce rigorous quality checks on all serviced vehicles to minimize "comebacks" (repeat repairs).

14. System, Compliance & Reporting (Must-Haves)

15. System Proficiency: Must be highly proficient in using Dealership Management Systems (DMS), such as Autonext, Excellon, or similar dealer software, for job card management, billing, inventory, and reporting.

16. Warranty Management: Thorough knowledge of the Suzuki Two-Wheeler Warranty Policy, ensuring all warranty claims are processed accurately, promptly, and in compliance with manufacturer guidelines.
17. Statutory Compliance: Ensure the workshop operates in compliance with all relevant safety, health, and environmental regulations (e.g., OSHA, local body rules in Kerala).
18. Reporting: Prepare and analyze daily, weekly, and monthly reports on service revenue, expenses, key performance indicators (e.g., Labor Hour Sales, Effective Labor Rate, CSI, TAT), and report findings to the management.

Required Qualifications & Skills

Qualifications

• Education: A Diploma or Degree in Automobile Engineering/Mechanical Engineering, or a related field. A Business Management qualification is a plus.
• Experience: Minimum of 3+ years of progressive experience in the Service/After-Sales department of an authorized Automobile/Two-wheeler Dealership.
• System Knowledge: Demonstrated in-depth working knowledge of any major Dealership Management System (DMS).

Skills

• Leadership: Strong team-building, mentoring, and conflict-resolution skills.
• Technical: Sound technical understanding of modern two-wheeler service, diagnostics, and repair processes, preferably Suzuki products.
• Communication: Excellent verbal and written communication skills in English and Malayalam (required for effective customer and team interaction in Palakkad, Kerala).
• Problem-Solving: Proactive, analytical, and skilled at complex problem-solving

Job Types: Full-time, Permanent

Pay: ₹20, ₹30,000.00 per month

Benefits:

• Provident Fund

Work Location: In person