Workshop Manager

Auric Motors; Jhunjhunu, Bikaner; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Auric Motors in India seeks a seasoned Service Manager / Workshop Manager to oversee workshop operations, manpower planning, customer experience, and quality control in a busy automotive service environment.

You will drive KPI improvement, ensure timely vehicle delivery, manage warranty/compliance, and develop a high-performing team through training and development, with MSIL guidelines as the framework for all processes.

Qualifications

• Diploma/BE/B.Tech in Automobile or Mechanical Eng.
• MBA preferred.
• 2-5 years in automobile service operations.

Responsibilities

• Ensure timely delivery of customer vehicles as per promised delivery schedule.
• Monitor daily workshop productivity, efficiency, and loading.
• Reduce vehicle carry-over and workshop bottlenecks.
• Improve labour productivity and workshop profitability.
• Ensure accurate job allocation and manpower utilization.
• Monitor workshop KPIs on a daily basis.
• Maintain manpower as per MSIL norms.
• Conduct manpower review every month.
• Recruit technicians, advisors, and support staff.
• Prepare monthly training calendar.
• Ensure certification and skill upgradation of workshop manpower.
• Develop future leaders and technical experts.
• Ensure excellent customer reception and vehicle receiving process.
• Monitor customer lounge facilities and customer convenience services.
• Ensure effective Pick-up & Drop operations.
• Manage customer complaints and escalations.
• Improve customer retention and loyalty.
• Ensure First Time Right (FTR) repairs.
• Monitor repeat repairs and revisit cases.
• Conduct root cause analysis using 5 Why, 3G, and 4M methodologies.
• Implement corrective and preventive actions.
• Conduct final quality inspections before vehicle delivery.
• Coordinate with Spare Parts Manager for parts availability.
• Monitor vehicle hold-ups due to non-availability of parts.
• Maintain service ratio as per standards.
• Ensure VOR (Vehicle Off Road) cases are minimized.
• Ensure warranty claims are submitted accurately and timely.
• Maintain warranty parts storage and disposal as per MSIL guidelines.
• Monitor warranty recovery and reconciliation.
• Implement all MSIL policies and recall campaigns.
• Organize service camps, customer meets, and home visits.
• Conduct customer awareness programs.
• Implement lost customer recovery initiatives.
• Promote extended working hours and weekend operations.
• Ensure effective deployment of MOS vehicles.
• Monitor breakdown assistance services.
• Plan and execute MMS activities in city and rural areas.
• Improve service reach and customer convenience.
• Implement 5S culture across workshop operations.
• Conduct monthly 5S audits and safety inspections.
• Ensure all equipment are calibrated and maintained.
• Promote safe work practices and environmental compliance.
• Achieve labour sales targets.
• Improve workshop profitability.
• Control operational expenses.
• Maximize service absorption.

Skills

Leadership & Team Management

Customer Relationship Management

Technical Troubleshooting

Business & Financial Acumen

Process Improvement

Data Analysis & Reporting

Problem Solving

Communication & People Development

Education

Diploma / B.Tech / B.E. in Automobile or Mechanical Engineering.

MBA preferred

Job description

Key Responsibilities

1. Workshop Operations Management

• Ensure timely delivery of customer vehicles as per promised delivery schedule.
• Monitor daily workshop productivity, efficiency, and loading.
• Reduce vehicle carry-over and workshop bottlenecks.
• Improve labour productivity and workshop profitability.
• Ensure accurate job allocation and manpower utilization.
• Monitor workshop KPIs on a daily basis.

KPI

• Labour Productivity
• Workshop Efficiency
• Vehicle Delivery Compliance
• Labour Revenue Growth

2. Manpower Planning & Development

• Maintain manpower as per MSIL norms.
• Conduct manpower review every month.
• Recruit required technicians, advisors, and support staff.
• Prepare monthly training calendar.
• Ensure certification and skill upgradation of workshop manpower.
• Develop future leaders and technical experts.

KPI

• Manpower Availability %
• Training Coverage %
• Certified Technician Ratio
• Employee Retention %

3. Customer Experience Management

• Ensure excellent customer reception and vehicle receiving process.
• Monitor customer lounge facilities and customer convenience services.
• Ensure effective Pick-up & Drop operations.
• Manage customer complaints and escalations.
• Improve customer retention and loyalty.

KPI

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention %
• Complaint Closure Rate

4. Service Quality Control

• Ensure First Time Right (FTR) repairs.
• Monitor repeat repairs and revisit cases.
• Conduct root cause analysis using 5 Why, 3G, and 4M methodologies.
• Implement corrective and preventive actions.
• Conduct final quality inspections before vehicle delivery.

KPI

• First Time Right %
• Repeat Repair %
• Revisit Ratio
• Quality Audit Score

5. Spare Parts Coordination

• Coordinate with Spare Parts Manager for parts availability.
• Monitor vehicle hold-ups due to non-availability of parts.
• Maintain service ratio as per standards.
• Ensure VOR (Vehicle Off Road) cases are minimized.

KPI

• Service Ratio %
• Parts Availability %
• Vehicle Hold-up Cases
• VOR Resolution Time

6. Warranty & Compliance Management

• Ensure warranty claims are submitted accurately and timely.
• Maintain warranty parts storage and disposal as per MSIL guidelines.
• Monitor warranty recovery and reconciliation.
• Implement all MSIL policies and recall campaigns.

KPI

• Warranty Claim Accuracy
• Warranty Recovery %
• Recall Campaign Completion %
• Audit Compliance Score

7. Customer Retention Programs

• Organize service camps, customer meets, and home visits.
• Conduct customer awareness programs.
• Implement lost customer recovery initiatives.
• Promote extended working hours and weekend operations.

KPI

• Lost Customer Recovery %
• Camp Conversion %
• Customer Meet Participation
• Service Retention %

8. Maruti On-Road Service (MOS) & Mobile Service (MMS)

• Ensure effective deployment of MOS vehicles.
• Monitor breakdown assistance services.
• Plan and execute MMS activities in city and rural areas.
• Improve service reach and customer convenience.

KPI

• MOS Response Time
• MMS Revenue
• Breakdown Resolution %
• MMS Utilization %

9. Safety & 5S Implementation

• Implement 5S culture across workshop operations.
• Conduct monthly 5S audits and safety inspections.
• Ensure all equipment are calibrated and maintained.
• Promote safe work practices and environmental compliance.

KPI

• 5S Audit Score
• Safety Compliance %
• Equipment Uptime %
• Accident-Free Days

10. Financial Performance

• Achieve labour sales targets.
• Improve workshop profitability.
• Control operational expenses.
• Maximize service absorption.

KPI

• Labour Revenue Growth %
• Workshop Profitability %
• Service Absorption %
• Cost Control Achievement %

Key Result Areas (KRA) & Weightage

KRAWeightageWorkshop Revenue & Profitability25%Customer Satisfaction & Retention20%Workshop Productivity & Efficiency15%Quality & First Time Right10%Manpower Development & Training10%Spare Parts Coordination5%Safety, 5S & Compliance5%MOS/MMS & Customer Convenience Programs5%Warranty & Recall Management5%Total100%

Qualification & Experience

Education

• Diploma / B.Tech / B.E. in Automobile or Mechanical Engineering.
• MBA preferred.

Experience

• 02 - 05 years in automobile service operations.
• Minimum 35 years experience as Service Manager / Workshop Manager.

Key Competencies

• Leadership & Team Management
• Customer Relationship Management
• Technical Troubleshooting
• Business & Financial Acumen
• Process Improvement
• Data Analysis & Reporting
• Problem Solving
• Communication & People Development

Contact Details

9414138510