Workshop & Service Operations Manage the complete day-to-day operations of the automotive service centre/workshop. Ensure efficient vehicle reception, diagnosis, repair, maintenance, quality inspection, and delivery. Monitor workshop productivity, efficiency, utilisation, and bay capacity. Ensure vehicles are serviced and repaired according to manufacturer standards and company procedures. Implement processes to minimise turnaround time and improve workshop efficiency. Team Management Lead and manage Service Advisors, Workshop Supervisors, Technicians, Diagnostic Technicians, Auto Electricians, and support staff. Plan manpower requirements, technician allocation, and workshop schedules. Conduct regular performance reviews and identify training requirements. Motivate the service team to achieve operational and financial targets. Customer Service Ensure high levels of customer satisfaction and service quality. Handle escalated customer complaints and resolve technical/service-related issues. Monitor customer feedback, repeat repairs, warranty issues, and service complaints. Develop strategies to improve customer retention and repeat business. Business & Financial Management Achieve monthly and annual service revenue and profitability targets. Monitor labour sales, parts sales, service packages, and other workshop revenue. Control workshop operating costs and improve gross margins. Monitor KPIs including labour utilisation, productivity, efficiency, first-time-fix rate, CSI, and workshop profitability. Prepare regular operational and performance reports for senior management. Technical & Quality Control Ensure accurate diagnosis and high-quality repairs. Support technicians in resolving complex technical problems. Ensure proper use of diagnostic equipment and workshop tools. Maintain compliance with manufacturer technical standards, safety procedures, and quality requirements. Monitor warranty claims and ensure proper documentation.