Floor Incharge

Job Title: Service Manager – Two Wheeler

Department: Service / After Sales

Reports To: Dealer Principal / Operations Head

Job Summary

The Service Manager – Two Wheeler is responsible for managing the complete service operations of the workshop, ensuring high customer satisfaction, optimal productivity, quality service delivery, and profitability. The role involves supervising technicians, handling customer escalations, maintaining service standards, and achieving service KPIs as per company guidelines.

Key Responsibilities

Workshop & Operations Management

• Oversee daily workshop operations including job card opening, service scheduling, and delivery.

• Ensure timely completion of services and repairs as per OEM standards.

• Monitor productivity, efficiency, and utilization of technicians.

• Ensure proper maintenance and calibration of tools and equipment.

Customer Service & Satisfaction

• Handle customer complaints and escalations professionally.

• Ensure high Customer Satisfaction Index (CSI).

• Conduct follow-ups for service feedback and repeat business.

• Educate customers about service processes, maintenance, and value-added services.

Team Management

• Lead, train, and motivate service advisors, technicians, and support staff.

• Conduct daily toolbox meetings and weekly performance reviews.

• Ensure discipline, attendance, and adherence to workshop policies.

• Identify training needs and coordinate technical training programs.

Spare Parts & Inventory Coordination

• Coordinate with the spare parts department for availability and timely procurement.

• Monitor spare parts consumption and control wastage.

• Ensure proper documentation for parts issuance and returns.

Quality & Compliance

• Ensure all services comply with OEM guidelines and safety standards.

• Monitor rework and warranty claim processes.

• Ensure cleanliness, safety, and 5S standards in the workshop.

Reports & MIS

• Prepare daily, weekly, and monthly service reports.

• Track KPIs such as service load, revenue, labor sales, repeat repairs, and CSI.

• Submit reports to management and OEM as required.

Key Skills & Competencies

• Strong technical knowledge of two-wheelers

• Excellent customer handling and communication skills

• Leadership and team management abilities

• Problem-solving and decision-making skills

• Knowledge of warranty, service processes, and dealer management systems (DMS)

Qualification & Experience

• Diploma / ITI / Graduate in Mechanical or Automobile Engineering

• 5–8 years of experience in two-wheeler service operations

• Minimum 2–3 years in a supervisory or managerial role

Preferred Attributes

• Experience in authorized two-wheeler dealerships

• Knowledge of OEM processes and audits

• Ability to work under pressure and meet targets

• It is a Full Time Technician job for candidates with 5 - 6+ years Experience.