Job Description

The Workshop Manager is responsible for overseeing all operations of the two-wheeler service workshop, ensuring

profitability

, high

Customer Satisfaction Index (CSI)

, and maintaining premium service quality in line with

Suzuki Motorcycle India Pvt. Ltd. (SMIPL)

standards. This role requires a strong blend of technical expertise, people management, and business acumen.

Key Responsibilities

1.

Workshop Operations & Quality Management

Supervision:

Manage the day-to-day operations of the service bay, ensuring optimal workflow, discipline, and efficiency.

Process Compliance:

Ensure all repair and maintenance processes, including diagnostics, job card opening/closing, and quality checks, strictly adhere to SMIPL guidelines and service manuals.

Quality Control:

Conduct final checks on repaired vehicles to ensure a high

First-Time-Fix Rate (FTFR)

and minimize customer "come-backs."

Resource Allocation:

Effectively manage bay utilization and allocate jobs to technicians based on skill level and workload to maximize throughput.
2.

Team Leadership & Development

Staff Management:

Hire, train, motivate, and mentor Service Advisors, Technicians, and other workshop staff.

Training:

Identify and coordinate technical and soft-skills training (internal and OEM-provided) to keep the team updated on new Suzuki models and technologies.

Productivity:

Monitor and track technician productivity and efficiency metrics (e.g.,

Hours Sold per Repair Order

).
3.

Customer Service & Retention

Customer Handling:

Oversee the Service Advisors' interaction with customers, ensuring clear communication, accurate cost estimates, and timely updates.

Complaint Resolution:

Handle escalated customer complaints professionally and promptly, working to achieve a positive resolution while maintaining dealership goodwill.

CSI Focus:

Implement strategies to consistently achieve high scores in the

Customer Satisfaction Index (CSI)

as per Suzuki norms.

Post-Service Follow-up:

Ensure a robust 24-hour follow-up system is in place to confirm customer satisfaction.
4.

Profitability & Inventory Management

Financial Performance:

Drive the service department's profitability by controlling costs, optimizing the

Effective Labor Rate

, and meeting monthly revenue targets.

Parts Management:

Coordinate with the Parts Manager to ensure optimal inventory levels of fast-moving spares and consumables, minimizing delays in repair work.

Warranty Management:

Oversee the warranty claim process, ensuring all documentation is accurate and submitted to SMIPL for timely reimbursement.
5.

Safety & Infrastructure

Safety Compliance:

Ensure the workshop environment is kept clean, organized (

5S methodology

), and compliant with all health and safety regulations.

Equipment Maintenance:

Ensure all workshop tools, diagnostic equipment, and infrastructure are properly maintained and calibrated.

Required Qualifications & Skills

Experience:

Minimum

3-5 years

of experience in managing a Service Workshop, preferably within an automotive or two-wheeler dealership.

Education:

Diploma or Degree in Automobile/Mechanical Engineering is preferred.

Technical Knowledge:

In-depth knowledge of two-wheeler mechanical, electrical, and engine systems. Experience with Suzuki models is a significant advantage.

Management Skills:

Proven ability to lead a team, manage high-volume operations, and execute standard operating procedures (SOPs).

Soft Skills:

Exceptional communication, customer handling, and conflict resolution skills.

IT Skills:

Proficiency in using Dealer Management Systems (DMS) and Microsoft Office Suite.
Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹40,000.00 per month

Expected Start Date: 04/11/2025