SERVICE MANAGER PERSONAL

Dealership Address:- BR BALAJI LLP MAHINDRA & MAHINDRA DEALERSHIP

NH.30,GEEDAM ROAD ,PANDRIPANI,JAGDALPUR (BASTAR )CHHATTISGARH

The Service Manager – PV is responsible for end-to-end workshop operations,

ensuring 100% job card compliance, customer satisfaction, revenue

achievement, manpower productivity, quality repairs, and adherence to

Mahindra SOPs. The role involves close coordination with Service

Advisors, CRM, CXM, COTEK, MJC, FQC, and Mahindra teams to deliver superior

service experience, operational efficiency, and business performance.

Skills & Competencies:

·        Strong leadership & team management

·        Deep knowledge of PV service operations & Mahindra systems

·        Customer handling & conflict resolution

·        Process orientation & analytical skills

·        Strong coordination with OEM & internal teams

Working knowledge of DMS, MTRAQ & Mahindra tools

Job Responsibilities:

1.      Workshop & Job Card Control

·        Monitor carry-forward vehicles and ensure job cards are opened and actively worked upon.

·        Ensure 100% vehicle inward results in job card opening, including breakdown vehicles.

·        Track pending Repair Orders (ROs) with clear remarks, reasons, and status updates.

·        Ensure 100% revision and verification of labour & parts ROs for accuracy against verbatim.

2.      Service Delivery & Productivity

·        Conduct daily discussions with MJC on Same Day Delivery (SDD) feasibility.

·        Monitor SDD, TEA (Time Estimate Adherence), and CEA (Cost Estimate Adherence) daily.

·        Coordinate with FQC & MJC for bay productivity, MTRAQ usage, and pre-road test compliance.

·        Ensure minimum repeat repairs through RCA in coordination with COTEK.

3.      Customer Experience & Complaint Management

·        Handle customer interactions related to cost, complaints, and service concerns to ensure 100% satisfaction.

·        Review and resolve customer complaints and concerns with CRM & CXM.

·        Ensure customer transparency in service, quality of work, and policy adherence as per M&M SOPs.

·        Monitor and follow up on bot/chatbot concerns daily.

4.      Revenue & Business Performance

·        Conduct revenue discussions with Service Advisors.

·        Monitor business targets, achievement, and planning for each Service Advisor.

·        Track and improve VAS performance, RSA, Shield (Extended Warranty), and Accessories sales.

5.      Warranty, Goodwill & OEM Coordination

·        Handle warranty and goodwill cases in discussion with M&M CCM.

·        Coordinate with Mahindra for technical support as required.

·        Discuss customer complaints, business parameters, and service-related initiatives with M&M.

6.      Manpower, Training & Discipline

·        Ensure 100% manpower availability as per M&M norms.

·        Map manpower competency with COTEK for training & development.

·        Coordinate with HR & M&M to ensure manpower availability for mandatory trainings.

·        Maintain workshop discipline, hygiene, and manpower capability standards.

7.      Tools, Equipment & Quality Compliance

·        Ensure all tools and equipment are functional, calibrated, and records maintained.

·        Supervise workshop hygiene and 3S compliance.

8.      Planning, Reporting & Review

·        Plan and execute Service Actions (SAV) in coordination with CRM & COTEK.

·        Provide end-of-day reporting to GM and discuss action plans.

·        Review MIS, business parameters, and customer satisfaction indicators regularly.

9.      General Responsibilities

·        Adhere to all Mahindra policies, SOPs, and quality standards.

·        Perform any other tasks assigned by management from time to time.