Service Manager

The Service Manager is responsible for overseeing the daily operations of the EV workshop, ensuring efficient service delivery, high customer satisfaction, workshop productivity, and compliance with safety and manufacturer standards. The role includes managing technicians, coordinating repairs and maintenance, maintaining quality standards, and driving continuous improvement in workshop performance.

Key Responsibilities

Workshop Operations

• Manage the day-to-day operations of the EV service workshop.
• Schedule and allocate repair and maintenance jobs efficiently.
• Monitor workshop productivity, efficiency, and turnaround times.
• Ensure all work is completed according to manufacturer specifications and company standards.
• Maintain workshop cleanliness and organization.

Team Leadership

• Supervise, coach, and develop service advisors and EV technicians.
• Conduct regular performance reviews and training.
• Ensure technicians maintain EV certifications and technical competency.
• Promote a positive safety culture and teamwork.

Customer Service

• Handle customer enquiries and resolve service-related issues.
• Ensure customers receive timely updates on repair status.
• Manage warranty claims and customer complaints professionally.
• Maintain high customer satisfaction and retention.

Technical Oversight

• Support technicians with complex diagnostics and repairs.
• Ensure correct use of EV diagnostic equipment and software.
• Monitor compliance with high-voltage safety procedures.
• Stay updated on EV technologies, battery systems, and software updates.

Inventory & Parts Management

• Coordinate with the parts department to ensure availability of required components.
• Monitor parts usage and reduce unnecessary inventory costs.
• Ensure proper handling and storage of high-voltage batteries and EV components.

Health, Safety & Compliance

• Ensure compliance with workplace safety regulations.
• Enforce high-voltage electrical safety procedures.
• Conduct regular safety inspections and toolbox meetings.
• Ensure proper disposal and handling of batteries and hazardous materials.

Performance Management

Monitor workshop KPIs such as:

• Labour productivity
• Labour efficiency
• First-time fix rate
• Customer satisfaction (CSI)
• Workshop revenue
• Gross profit
• Warranty claim performance
• Vehicle turnaround time
• Technician utilization

Administrative Responsibilities

• Prepare operational reports and KPI dashboards.
• Manage workshop budgets and operating costs.
• Approve quotations and repair estimates.
• Ensure accurate service records and documentation.

Qualifications

• Diploma or Bachelor's degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or a related field.
• EV certification or relevant high-voltage vehicle training preferred.

Skills

• Strong leadership and people management
• Excellent customer service skills
• Knowledge of EV systems, batteries, motors, and charging technologies
• High-voltage safety knowledge
• Workshop planning and scheduling
• Budget and cost control
• Problem-solving and decision-making
• Strong communication and interpersonal skills
• Proficiency in workshop management software and Microsoft Office