Service Manager - Commercial Vehicles

Job Purpose

Operations Management

• Manage all aspects of daily workshop operations across franchise service centers.
• Develop and implement Standard Operating Procedures (SOPs) to enhance productivity, efficiency, and service quality.
• Identify and evaluate avenues to expand the service business and generate incremental revenue streams.
• Monitor workshop capacity and resource allocation to maximize throughput and minimize turnaround times.

Customer Experience & Retention

• Drive customer acquisition and retention strategies to improve profitability and sustainable business growth.
• Handle escalated customer concerns with professionalism, ensuring prompt resolution and customer delight.
• Champion a customer-first culture throughout the service team and all touchpoints.

Team Leadership & Development

• Recruit, train, mentor, and motivate service advisors and technicians to achieve performance excellence.
• Conduct regular performance appraisals, provide constructive feedback, and develop individual growth plans.
• Foster a culture of accountability, continuous learning, and teamwork within the department.

Performance Management & Financial Oversight

• Develop sales forecasts, set departmental targets, and work diligently to achieve them.
• Monitor key performance metrics — productivity, profitability, efficiency, and customer satisfaction — ensuring continuous improvement.
• Manage departmental budgets and maintain strong cost-consciousness to safeguard business margins.

Compliance, Safety & Technical Standards

• Ensure full compliance with all safety, environmental, and manufacturer standards and policies.
• Demonstrate strong technical expertise in automotive systems, diagnostics, and repair procedures.
• Stay current with evolving OEM guidelines, warranty procedures, and industry best practices.

Education

• Bachelor's degree in Automobile Engineering, Mechanical Engineering, or a closely related discipline.
• Relevant professional certifications (e.g., OEM-accredited training programs) are an advantage.

Experience

• 10–12 years of progressive experience in automotive service operations, preferably within a franchise or OEM-authorized environment.
• Proven track record managing multi-technician workshops, service advisors, and supporting staff.
• Demonstrable experience owning P&L metrics and service revenue targets.

Skills & Competencies

• Comprehensive understanding of automotive systems, diagnostics, and repair processes.
• Proven leadership and people management capabilities; able to inspire and hold teams accountable.
• Strong communication, negotiation, and interpersonal skills.
• Superior organizational and problem-solving abilities with attention to detail.
• Results-driven mindset with strong cost-consciousness and business acumen.
• Proficiency in Dealer Management Systems (DMS) and MS Office Suite.