KEY PURPOSE

The role of a Service Manager is to lead and manage his team and ensure

the service revenue and customer satisfaction targets for the department

are achieved.

DUTIES AND RESPONSIBILITIES

• Make a business plan for the department.

• Supervise all personnel in the Service Department.

• Interacts with Parts in charge, Hospitality Manger and Body Shop in

charge.

• Utilize job description, including performance criteria to communicate

expectations, monitor and measure individual effectiveness

• Improve CSI , RDI or any other customer satisfaction related scores

• Communicate Customer Satisfaction Service Standards to all service

personnel.

• Monitor top box ratings

• Monitor results of the CSI Survey [JD Power] and implement process

strategies to continually improve customer satisfaction ratings.

• Establish and maintain a Consumer Relations Policy that ensures

complete customer satisfaction. Also provide a customer record and

follow up system, resolve customer complaints and build loyal clientele

for the dealership.

• Ensure technical ability is maintained at the highest level to improve

FTR capability.

• Establish the facility requirement, manpower requirement and

imparting training to the people.

• Ensure profitability of the Service Department by attaining service

department financial objectives and achieve service absorption.

• Monitor and take corrective actions based on the Workshop Monthly

performance report [including service absorption]

• Manage departmental expenses effectively.

• Initiate housekeeping, safety and security procedures that result in a

safe and attractive work environment.

• Utilize personnel management system that incorporates dealership

policies on recruiting, hiring, orientation, staffing levels and pay plans

(including incentives and fringe benefits).

• Control Workshop process effectively.

• Maintain dealership equipment in effective and safe working condition.

• Ensure proper functioning and utilization of DMS

BAND

This job is placed in BP Band

SKILLS REQUIREMENT

• Ability to make Business Forecast and Budget for the Service

Department.

• Able to analyze data and take corrective actions if required.

• Maintain effective interpersonal relationship with all people.

• Ability to control costs within allocated budget.

• Able to train, develop and motivate department employees.

• Eye for detail and be a process champion.

• Understand DMS

• PC Literate (MS Word, Excel, PowerPoint)

EDUCATION

• Engineer

• Management qualification preferred.

EXPERIENCE

• Minimum 5 to 7 years of experience in automobile workshop Service

function.

• At least 2 years in a team leader or department head role.

Head Office:-

AKC Hyundai.

N.H.-24, Bareilly More, Shahjahanpur- 242001 - U.P

Regional Office:- 35-A/8 Rampur Garden, opposite Prabha Talkies Bareilly (UP)