Panachamoottil Honda
Website:
panachamoottilhonda.com
Job details:
Company: Panachamoottil Honda (Honda Two-Wheeler Dealership)
Location: Kollam
Department: Service
Position: Service Operations Manager
Reports To: General Manager – Service / Dealer Principal
Job Summary
The Service Operations Manager is responsible for the overall management and performance of the service department, ensuring efficient workshop operations, superior customer satisfaction, achievement of business targets, and compliance with Honda Motorcycle & Scooter India (HMSI) standards. The role focuses on maximizing workshop productivity, profitability, service quality, and team performance while delivering an exceptional customer experience.
Key Responsibilities
Service Operations
Plan, organize, and supervise the daily operations of the workshop.
Ensure smooth workflow from vehicle reception to final delivery.
Monitor workshop productivity, efficiency, and labour utilization.
Ensure timely completion of service jobs while maintaining quality standards.
Maintain optimal workshop capacity utilization and bay management.
Ensure compliance with HMSI service processes, SOPs, and dealership policies.
Customer Satisfaction
Ensure a high level of customer satisfaction (CSI) through quality service and timely communication.
Resolve customer complaints and escalations promptly and professionally.
Monitor service follow-ups and customer feedback to improve service quality.
Build long-term customer relationships to enhance retention.
Team Management
Lead, motivate, and develop Service Advisors, Technicians, Workshop Supervisors, and Service CREs.
Conduct regular performance reviews and provide coaching to improve productivity.
Identify training needs and coordinate technical and behavioural training programmes.
Promote teamwork, discipline, and a positive work environment.
Business Performance
Achieve monthly service revenue, labour sales, and profitability targets.
Drive sales of labour, genuine spare parts, accessories, and value-added services.
Monitor departmental expenses and implement cost-control measures.
Analyse service performance reports and implement corrective actions where required.
Quality & Process Compliance
Ensure adherence to Honda quality standards and workshop procedures.
Monitor repeat repairs and implement preventive measures.
Conduct regular workshop inspections and quality audits.
Ensure proper implementation of 5S, safety, and housekeeping standards.
Coordination
Coordinate with the Parts Department to ensure timely availability of spare parts.
Work closely with Sales, CRM, and Accounts departments for smooth business operations.
Liaise with HMSI representatives regarding service performance, campaigns, and audits.
Administration & Reporting
Prepare and submit daily, weekly, and monthly operational reports.
Monitor KPIs, workshop performance, and customer satisfaction metrics.
Ensure proper maintenance of service records, warranty documentation, and statutory compliance.
Qualifications
Bachelor's Degree or Diploma in Mechanical/Automobile Engineering or equivalent.
Additional certifications in automobile service management are preferred.
Experience
Minimum 8–12 years of experience in automobile service operations.
At least 3–5 years in a managerial role within a two-wheeler dealership.
Experience with Honda dealerships is preferred.
Key Skills
Workshop Operations Management
Team Leadership
Customer Relationship Management
Technical Knowledge of Honda Two-Wheelers
Labour Productivity & Efficiency Management
Inventory & Spare Parts Coordination
Quality Management
Business Planning & Target Achievement
MIS & Performance Reporting
Dealer Management System (DMS)
Problem Solving & Decision Making
Communication & Negotiation Skills
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