Service Manager

Role Overview

As the Service Manager at Future Motors, you will be responsible for overseeing the daily activities of the service center, ensuring efficient operations, and leading a team of technicians and service advisors. You will guarantee timely servicing and repair of two-wheelers with adherence to company quality and safety standards, while maintaining high customer satisfaction levels.

Key Duties

• Direct the day-to-day running of the workshop and service center.
• Lead and mentor the technicians and service advisors to achieve performance targets.
• Ensure prompt servicing, repairs, and delivery of two-wheelers according to company guidelines.
• Address and resolve customer complaints to maintain excellent customer satisfaction index (CSI).
• Maintain accurate records of service jobs, spare part inventories, and warranty claims.
• Collaborate with sales and the manufacturer (Simple Energy) regarding warranty, updates, and technical assistance.
• Monitor service quality, cleanliness, and enforce safety protocols within the workshop.
• Generate and analyze periodic service reports for management review.
• Ensure proper utilization of tools, diagnostic equipment, and EV-specific servicing devices.
• Manage procurement and stock of spare parts, coordinate with vendors effectively.
• Achieve service revenue goals by promoting additional value-added services.

Communication Responsibilities

• Compose professional emails to customers, vendors, and the parent company concerning service progress, escalations, and reporting.
• Demonstrate strong written and verbal communication skills for interaction with customers, staff, and leadership.
• Maintain consistent follow-ups with customers through calls, messages, and emails for service reminders, feedback, and complaint resolutions.
• Prepare basic documentation and reports using Excel, Word, and emails for internal and external communication.

Qualifications and Skills Required

• Diploma or degree in Automobile or Mechanical Engineering preferred, or equivalent qualification.
• At least 3 years of relevant experience in a Service Manager, Service Advisor, or Workshop Manager role within the automotive sector; preference for two-wheeler and EV experience.
• Strong knowledge of two-wheeler maintenance and repairs; understanding of electric vehicle and battery technology is advantageous.
• Leadership capabilities to manage teams effectively.
• Proficiency in MS Office applications (Excel, Word) and email correspondence.
• Strong analytical and customer service skills.
• Familiarity with service management software or CRM tools is a benefit.
• A valid two-wheeler driving license is mandatory.