Service Manager

Sohum Automobiles; Panipat; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Sohum Automobiles in Panipat seeks a Service/Workshop Manager to lead end-to-end service operations, ensuring repair quality, boosting workshop productivity, and driving profitability while delivering exceptional customer satisfaction.

You will coordinate with floor technicians and vehicle owners, supervise service advisors and technicians, monitor KPIs like TAT and FTR, and implement TVS SOPs; experience in 2-wheeler workshop preferred.

Qualifications

• Diploma or B.Tech/B.E. in Mechanical or Automobile Engineering (preferred)
• 3 to 8+ years in automotive workshop operations, with managerial/supervisory experience
• Strong understanding of 2-wheeler mechanics, FI systems, modern electricals and EV tech
• Hands-on experience with Automotive DMS, MS Excel, and basic report generation
• Team leadership, customer handling, conflict resolution, time management, process orientation

Responsibilities

• Oversee daily workshop activity, job allocation, bay loading, and delivery schedules
• Ensure adherence to TVS SOPs, quality checks, and safety guidelines
• Monitor KPIs: Turnaround Time, First-Time Right repairs, bay productivity, vehicle throughput
• Oversee diagnostic accuracy and repairs across TVS vehicle lineup including EVs

Skills

Two-wheeler mechanics

Team leadership

Customer handling

Conflict resolution

Education

Diploma/B.Tech in Mechanical or Automobile Engineering

Tools

Automotive DMS

MS Excel

Job description

Job Summary

The Service/Workshop Manager at a TVS Dealership is responsible for leading end-to-end service operations, ensuring high standards of repair quality, maximizing workshop productivity, and driving profitability. This role acts as the bridge between dealership leadership, TVS Motor Company corporate guidelines, floor technicians, and vehicle owners to deliver exceptional customer satisfaction (CSAT).

Key Responsibilities

1. Operational & Floor Management
   
   
   
   • Oversee daily workshop activity, job allocation, vehicle bay loading, and delivery schedules.
   
   
   • Ensure strict adherence to TVS Standard Operating Procedures (SOPs), quality checks, and safety guidelines.
   
   
   • Monitor key workshop performance indicators, including Turnaround Time (TAT), First-Time Right (FTR) repairs, bay productivity, and vehicle throughput.
   
   
   • Oversee diagnostic accuracy and repairs across the entire TVS vehicle lineupincluding commuter motorcycles, scooters (Jupiter, Ntorq), premium motorcycles (Apache RR/RTR series), and electric vehicles (iQube).
   
   


2. Customer Relationship & Quality Management
   
   
   
   • Address customer complaints promptly and resolve complex technical/service issues to maintain high CSAT / CSI (Customer Satisfaction Index) scores.
   
   
   • Manage Post-Service Follow-ups (PSF) to gather customer feedback and take immediate corrective actions.
   
   
   • Conduct random quality checks on serviced vehicles prior to final inspection and delivery.
   
   


3. Business Growth & Financial Performance
   
   
   
   • Achieve monthly and annual service revenue targets across labor charges, spare parts, and value-added services (VAS).
   
   
   • Drive campaigns for TVS Annual Maintenance Contracts (AMC), Extended Warranties, Teflon/ceramic coatings, and seasonal service camps.
   
   
   • Maintain tight control over operational expenses and workshop wastage.
   
   


4. Inventory, Parts & Warranty Management
   
   
   
   • Coordinate closely with the Spare Parts Manager to ensure required fast-moving, regular, and EV-specific spare parts are stocked.
   
   
   • Ensure proper documentation and smooth processing of TVS warranty claims and free-service reimbursements.
   
   


5. Team Leadership & Capacity Building
   
   
   
   • Supervise, mentor, and evaluate Service Advisors, Floor Supervisors, Technicians, and Washing staff.
   
   
   • Coordinate with TVS Territory Service Managers (TSM) to organize technical training for mechanics on new TVS engine technology, Fuel Injection (RT-Fi) systems, and Electric Vehicle diagnostics.
   
   
   • Maintain workforce discipline, morale, and workplace safety.
   
   


6. Reporting & Compliance
   
   
   
   • Utilize the TVS Dealer Management System (DMS) to track job cards, technician efficiency, and service history.
   
   
   • Generate daily, weekly, and monthly MIS reports on workshop performance, repeat jobs, customer churn, and revenue streams for senior management.
   
   

Required Knowledge, Skills & Qualifications

CategoryRequirementsEducationDiploma or B.Tech / B.E. in Mechanical or Automobile Engineering (preferred), or equivalent technical graduation.

Experience3 to 8+ years in automotive workshop operations, with at least 23 years in a managerial or supervisory role within a 2-wheeler dealership network (TVS experience is a strong plus).

Technical SkillsStrong understanding of 2-wheeler mechanics, Fuel Injection (Fi) systems, modern electricals, and EV battery/motor assembly.

Software ProficiencyHands-on experience with Automotive DMS (Dealer Management System), MS Excel, and basic report generation.

Soft SkillsTeam leadership, customer-handling skills, conflict resolution, time management, and process orientation.

LicensesValid 2-wheeler (and preferably 4-wheeler) driving license.

Key Performance Indicators (KPIs)

1. Service Throughput & Load: Number of vehicles serviced per day/month against bay capacity.


2. Customer Satisfaction Score (CSI/CSAT): Achieving target ratings on post-service surveys.


3. Repeat Job Rate: Keeping repeat repair issues below TVS-specified thresholds.


4. Service Revenue: Meeting labor, spare parts, and AMC revenue targets.


5. Labor Efficiency: Maximizing technician billable hours vs. available hours.