Service Manager

Key Responsibilities

1. Service Operations Management

Manage daily workshop operations, service bookings, vehicle inspections, repairs, and deliveries.

Ensure timely completion of servicing and repair jobs.

Monitor workshop productivity, technician performance, and service quality.

2. EV Technical Support

Oversee diagnosis and troubleshooting of EV-related issues, including battery, motor, controller, charger, wiring, and electrical systems.

Ensure proper handling of EV components and adherence to safety procedures.

Coordinate with OEM/technical teams for complex technical issues.

3. Customer Satisfaction & Complaint Handling

Handle customer escalations and ensure timely resolution of service complaints.

Maintain effective communication with customers regarding repair status, service timelines, and vehicle delivery.

Improve customer satisfaction and encourage repeat service visits.

4. Team Management

Supervise service advisors, technicians, and workshop staff.

Allocate daily work, monitor productivity, and conduct performance reviews.

Provide technical guidance and training to the service team.

5. Spare Parts & Inventory Coordination

Coordinate with the stores team for spare parts availability.

Monitor spare parts consumption, pending requirements, and stock movement.

Ensure proper documentation of parts issued and replaced.

6. Service Revenue & Performance

Monitor service revenue, workshop efficiency, customer retention, and service targets.

Develop strategies to increase periodic maintenance visits and paid service revenue.

Prepare daily, weekly, and monthly service performance reports.

7. Documentation & Reporting

Maintain accurate service records, job cards, warranty claims, and customer feedback.

Track pending vehicles, repeat complaints, and unresolved technical issues.

Submit regular operational reports to management.