Minimum 3+ years in an Automobile Dealership Service/Management role
Drop your CV to info.hrpalakkad@gmail.com
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
Lead and Mentor:
Lead, motivate, and manage a team of Service Advisors, Technicians, Floor Supervisors, and other support staff.
Performance Management:
Set clear performance targets (KPIs) for the service team, monitor their daily productivity, and conduct regular performance reviews and feedback sessions.
Training & Development:
Identify training needs for technicians and advisors, coordinating with the manufacturer (Suzuki) for necessary skill upgradation and technical certifications.
2.
Operations & Profitability Management
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).
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.
Revenue Generation:
Develop and implement strategies to increase service revenue, including promoting value-added services, extended warranties, and genuine parts sales.
Budgeting:
Manage the department's operational budget, control costs, and maximize service profitability.
3.
Customer Experience & Quality Assurance
CSI Focus:
Implement best practices to consistently achieve and exceed the manufacturer's Customer Satisfaction Index (CSI) targets.
Complaint Resolution:
Act as the final point of contact for escalated customer complaints, ensuring prompt, professional, and effective resolution to maintain customer loyalty.
Quality Control:
Establish and enforce rigorous quality checks on all serviced vehicles to minimize "comebacks" (repeat repairs).
4.
System, Compliance & Reporting (Must-Haves)
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.
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.
Statutory Compliance:
Ensure the workshop operates in compliance with all relevant safety, health, and environmental regulations (e.g., OSHA, local body rules in Kerala).
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: ?20,000.00 - ?30,000.00 per month
Benefits:
Provident Fund
Work Location: In person
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