WORKSHOP MANAGER

Position: Workshop Manager – E-Rickshaw Division

Department: Service & Workshop Operations

Industry: Automobile / Electric Three-Wheeler (E-Rickshaw)

Reports To: Service Head / General Manager

Location: As per company requirements

1. The Workshop Manager is responsible for managing the complete workshop and service operations of the E-Rickshaw division. The role involves supervising the service team, ensuring the timely repair and maintenance of vehicles, diagnosing technical issues, maintaining service quality, managing spare parts coordination, and ensuring customer satisfaction.

The candidate must possess sound technical knowledge of electric three-wheelers, including electrical systems, battery technology, motors, controllers, wiring, chargers, mechanical components, and vehicle troubleshooting.

The Workshop Manager is expected to ensure efficient workshop functioning, improve technician productivity, minimize vehicle downtime, and maintain high service standards.

• 2. Key Roles and Responsibilities
• Service Team Management
• Manage and supervise the complete service team, including technicians, mechanics, electricians, and service advisors.
• Allocate daily jobs and responsibilities to team members according to their skills and workload.
• Monitor the productivity, attendance, performance, and discipline of the service team.
• Provide technical guidance and practical training to technicians for resolving complex vehicle issues.
• Ensure that all service personnel follow standard operating procedures and safety guidelines.
• Evaluate team performance and take corrective action wherever required.
• Technical Knowledge and Vehicle Diagnostics
• Possess comprehensive knowledge of E-Rickshaw electrical, electronic, and mechanical systems.
• Diagnose and troubleshoot technical problems related to:
• Lithium-ion and lead-acid battery systems.
• Battery charging, charging systems, and chargers.
• Electric motors, including BLDC motors.
• Motor controllers and accelerator systems.
• Electrical wiring, connectors, fuses, relays, and switches.
• DC-DC converters, displays, and vehicle lighting systems.
• Braking systems, suspension, steering, wheel alignment, and bearings.
• Differential, gearbox, transmission, and other mechanical components, as applicable to the vehicle model.
• Identify the root cause of recurring vehicle failures and implement appropriate corrective measures.
• Understand vehicle wiring diagrams, technical manuals, and diagnostic procedures.
• Guide technicians in resolving complex electrical and mechanical complaints.
• Ensure proper testing of vehicles before delivery to customers.
• Vehicle Servicing and Repair Operations
• Oversee routine servicing, preventive maintenance, breakdown repairs, and warranty-related repairs.
• Ensure vehicles are inspected properly upon arrival at the workshop.
• Monitor repair progress and ensure timely completion of service jobs.
• Ensure that all repairs are performed according to company standards and manufacturer specifications.
• Conduct quality checks before handing over vehicles to customers.
• Maintain records of vehicle complaints, repair history, replaced parts, and service completion.
• Minimize repeat repairs and vehicle re-entry due to unresolved technical issues.
• Customer Service and Complaint Resolution
• Handle escalated customer complaints related to vehicle performance, breakdowns, battery issues, and repeated technical failures.
• Coordinate with the service team to ensure prompt resolution of customer complaints.
• Communicate technical issues, repair requirements, and estimated completion times clearly to customers.
• Ensure customer satisfaction through timely service and professional handling of complaints.
• Maintain records of customer feedback and identify areas for service improvement.
• Follow up on major complaints and ensure that customers receive satisfactory resolutions.
• Spare Parts and Inventory Management
• Coordinate with the spare parts department to ensure the availability of essential service components.
• Identify frequently required spare parts and recommend minimum stock levels.
• Monitor the usage of batteries, controllers, motors, chargers, wiring components, and mechanical parts.
• Ensure proper documentation of spare parts issued, consumed, returned, or replaced under warranty.
• Prevent unnecessary replacement of components and control avoidable repair costs.
• Coordinate with the purchase or inventory team for timely procurement of critical parts.
• Warranty and Technical Support
• Handle warranty inspections, technical evaluations, and warranty claim documentation.
• Verify whether reported failures qualify for warranty coverage according to company policy.
• Maintain records of defective parts, failure symptoms, inspection findings, and replacement details.
• Coordinate with manufacturers, suppliers, and technical support teams for unresolved issues.
• Report recurring component failures and product-quality concerns to management.
• Ensure compliance with applicable warranty policies and service procedures.
• Workshop Administration and Reporting
• Maintain daily records of vehicles received, vehicles under repair, completed jobs, and pending service cases.
• Prepare daily, weekly, and monthly service performance reports.
• Monitor workshop expenses, labour productivity, repair costs, and service turnaround time.
• Ensure proper maintenance of workshop tools, diagnostic equipment, and testing instruments.
• Maintain job cards, service registers, customer complaint records, and technician performance reports.
• Ensure the workshop remains organized, clean, and operationally efficient.
• Safety and Quality Control
• Ensure safe working practices while handling high-current electrical systems, batteries, chargers, and vehicle components.
• Ensure technicians use appropriate personal protective equipment and insulated tools where required.
• Establish safe battery charging, handling, storage, and disposal procedures.
• Ensure proper precautions are followed when inspecting lithium-ion batteries and electrical systems.
• Prevent unsafe repairs, unauthorized modifications, and improper component substitutions.
• Ensure compliance with applicable workshop safety requirements and manufacturer guidelines.
• Coordination with Other Departments
• Coordinate with sales, spare parts, accounts, customer relations, and management teams.
• Provide technical assistance to the sales team regarding vehicle specifications and technical queries.
• Support the sales team in resolving post-sale customer issues.
• Coordinate vehicle inspections, pre-delivery checks, and technical demonstrations when required.
• Share feedback regarding vehicle quality, common technical failures, and customer concerns with management.

3. Required Technical Skills

The candidate should have working knowledge of:

• E-Rickshaw electrical and mechanical systems.
• Electric vehicle battery technology and battery management systems (BMS).
• BLDC motors, motor controllers, and accelerator systems.
• Battery chargers and charging-related faults.
• Electrical circuit testing, wiring diagrams, and multimeter usage.
• Mechanical repairs, braking systems, suspension, steering, and drivetrain components.
• Fault diagnosis, root-cause analysis, and preventive maintenance.
• Warranty procedures and spare parts identification.
• Workshop management software, job cards, and service reporting.
• Safe handling of electrical and battery systems.

4. Educational Qualifications and Experience

Educational Qualification:

• Diploma or ITI in Automobile Engineering, Mechanical Engineering, Electrical Engineering, or an equivalent technical qualification.
• Additional training or certification in electric vehicles will be an advantage.

Work Experience:

• Preferably 3–5 years of experience in automobile workshop or service operations.
• Relevant experience in E-Rickshaws, electric three-wheelers, or electric vehicles is strongly preferred.
• Previous experience supervising technicians and managing workshop operations is desirable.

Additional Requirements:

• Strong technical troubleshooting and problem-solving abilities.
• Good team management and leadership skills.
• Effective communication and customer-handling abilities.
• Ability to manage multiple repair jobs and prioritize urgent breakdowns.
• Willingness to learn new vehicle technologies and technical updates.

5. Key Performance Indicators (KPIs)

The Workshop Manager's performance should be evaluated on the following parameters:

1. Service Turnaround Time: Timely completion of repair and maintenance jobs.
2. First-Time Repair Rate: Percentage of complaints resolved correctly on the first visit.
3. Repeat Repair Rate: Reduction in vehicles returning with the same unresolved issue.
4. Customer Satisfaction: Customer feedback and complaint resolution performance.
5. Technician Productivity: Effective utilization and performance of the service team.
6. Vehicle Downtime: Reduction in the time vehicles remain unavailable due to repairs.
7. Warranty Management: Accuracy of warranty claims and supporting documentation.
8. Spare Parts Control: Availability of essential parts and reduction in unnecessary consumption.
9. Service Quality: Compliance with inspection, repair, and vehicle delivery standards.
10. Safety Compliance: Adherence to workshop safety procedures and battery-handling practices.

6. Authority and Accountability

The Workshop Manager will be accountable for:

• Day-to-day workshop functioning and service team supervision.
• Allocation and monitoring of repair jobs.
• Technical diagnosis and repair quality.
• Timely completion of service jobs.
• Escalation of major technical and customer-related issues.
• Proper utilization of workshop resources and spare parts.
• Accurate service documentation and performance reporting.
• Maintaining customer satisfaction and workshop safety.

7. Expected Outcome

The Workshop Manager is expected to establish a technically competent, customer-focused, and efficient service department that ensures reliable E-Rickshaw performance, minimizes vehicle breakdowns, improves repair quality, increases customer satisfaction, and supports the company's overall business growth.

Job Purpose in One Line:

To manage the complete E-Rickshaw workshop and service team, provide technical leadership in electrical and mechanical troubleshooting, ensure high-quality repairs, and deliver timely and reliable after-sales service.