Service Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Position: Service Manager
Location: Cochin
Qualification: Degree / Diploma in Automobile/Mechanical Engineering
Experience: Min 7 years of Relevant Experience in Automobile Industry
Salary: 40K - 50K
Job Title: Service Manager – Passenger Vehicles
Department: After Sales / Service
Reporting To: Service Head / General Manager – Service
Location: CheranallorErnakulam
Role Overview
The Service Manager is responsible for the entire after-sales operations of the dealership outlet including revenue generation profitability process adherence customer satisfaction and manpower development. This role ensures that Mahindra service standards systems and processes are implemented to deliver a superior customer experience and drive workshop productivity and retention.
Key Responsibilities
1. Business Operations & Profitability
• Plan and execute annual service business targets for revenue profitability and retention.
• Monitor KPIs such as bay utilization RO count parts-to-labour ratio productivity and CSI.
• Control operational costs through efficient manpower spares and consumable management.
• Coordinate with Parts Manager for timely spares availability.
• Ensure warranty claims are processed as per OEM norms.
2. Process & Quality Management
• Ensure adherence to Mahindra service processes SOPs and audit guidelines.
• Review Repair Orders (ROs) daily to ensure correctness and process compliance.
• Monitor quality control through Floor Quality Controllers (FQC) and Master Job Controllers (MJC).
• Drive improvement actions from Intello/CSI feedback and JD Power results.
3. Customer Experience (CX)
• Lead the Customer Relationship and Experience Team to maintain high CSI scores.
• Ensure timely closure of customer concerns and proactive escalation handling.
• Conduct customer engagement activities (service camps free check-ups retention programs).
• Ensure all staff follow grooming and communication standards as per Mahindra CX norms.
4. Team & Manpower Management
• Ensure adequate staffing and competency of all workshop roles (CoTEK MJC FQC Technicians CRM etc.).
• Conduct regular performance reviews training nominations and motivation programs.
• Drive technician efficiency skill development and adherence to safety norms.
• Maintain manpower adequacy and trained ratio as per Mahindra norms.
5. Reporting & Coordination
• Prepare and analyze daily weekly and monthly MIS reports on service KPIs.
• Coordinate with Sales Parts Warranty and Bodyshop departments for smooth operations.
• Report key metrics to the Service Head and Mahindra Regional Office as required.
Qualifications & Experience
• Qualification: Degree/Diploma in Automobile or Mechanical Engineering.
• Experience: Minimum 7–8 years in automobile after-sales operations with at least 2 years as a team leader or floor manager.
• Preferred Background: Mahindra or other OEM dealership experience.
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
