JOB DESCRIPTION:-
GENERAL MANAGER – SERVICE AT FPL GROUP
Position
General Manager – Service
Company
FPL GROUP
Function
After Sales – Service
Location
Chennai
Team Size
Multi-location Service Operations
Direct Reports
Service Managers / Branch Heads, Workshop Managers, Parts Manager, CRM/Customer Experience Team, Body Shop / PDI Heads, as applicable
Level
Senior Management
The General Manager – Service will be responsible for the overall leadership, business performance, profitability, customer experience and operational excellence of FPL GROUP after-sales service operations across multiple locations.
The incumbent will drive service revenue, gross profit, customer retention, workshop productivity, service quality and OEM compliance while ensuring consistent processes and customer experience across all FPL GROUP service outlets.
The role requires strong leadership of the complete after-sales function, with a clear focus on growth, profitability, customer satisfaction, operational efficiency and people development.
KEY RESPONSIBILITIESA. BUSINESS & FINANCIAL PERFORMANCE
- Own the overall service business plan, revenue, gross profit and profitability for FPL GROUP.
- Develop annual operating plans, budgets and monthly business targets.
- Drive achievement of labour, parts, value-added service and total service revenue.
- Monitor branch-wise financial performance and take corrective action.
- Improve workshop absorption, labour utilization, technician productivity and bay utilization.
- Control operating costs without compromising customer experience or service quality.
- Review branch-wise P&L, expenses, manpower productivity and profitability.
- Identify new revenue opportunities and develop initiatives for service business growth.
- Conduct regular business reviews with Service Managers and branch leadership teams.
MULTI-LOCATION SERVICE OPERATIONS
- Provide overall leadership to FPL group multiple service locations.
- Establish uniform service processes, operating standards and performance benchmarks across branches.
- Ensure optimum utilization of workshop capacity, manpower, equipment and infrastructure.
- Monitor daily workshop loading, vehicle inflow, job-card movement, WIP and delivery performance.
- Ensure adherence to promised delivery time and minimize vehicle turnaround time.
- Drive effective appointment planning, workshop loading and customer retention.
- Ensure proper management of warranty, recall, campaign, PDI and periodic maintenance activities.
- Implement best practices across locations and replicate successful initiatives.
CUSTOMER EXPERIENCE & RETENTION
- Own overall customer satisfaction, CSI/NPS and customer retention performance.
- Establish a strong customer-first culture across all service outlets.
- Monitor customer complaints, escalations and negative feedback.
- Personally intervene in critical customer issues and ensure timely resolution.
- Drive service retention through periodic maintenance, follow-up and customer engagement programs.
- Improve repeat repair, comeback and complaint ratios.
- Review lost customers and develop corrective action plans.
- Ensure consistent customer experience from vehicle reception through delivery and follow-up.
OEM PROCESS COMPLIANCE
- Ensure strict adherence to OEM policies, processes and operating standards.
- Monitor OEM KPIs, audits, service quality parameters and customer satisfaction benchmarks.
- Ensure implementation of OEM service standards across all locations.
- Maintain readiness for OEM audits and ensure timely closure of audit observations.
- Ensure compliance with warranty, technical, service campaign and recall processes.
- Coordinate with OEM regional/zonal teams on business performance and operational matters.
- Implement OEM initiatives and ensure effective communication to all concerned teams.
WORKSHOP PRODUCTIVITY & QUALITY
- Improve technician productivity, efficiency and utilization.
- Monitor first-time-fix rate and reduce repeat repairs/comebacks.
- Ensure effective diagnosis, repair quality and technical escalation management.
- Improve bay utilization and workshop throughput.
- Ensure proper use of special tools, diagnostic equipment and workshop infrastructure.
- Drive 5S, housekeeping, safety and process discipline.
- Monitor quality of vehicle delivery and ensure customer concerns are completely addressed.
PARTS & SERVICE BUSINESS
- Work closely with Parts leadership to ensure adequate parts availability and optimum inventory.
- Improve parts-to-labour ratio and parts gross margin.
- Reduce parts ageing, obsolescence and stock-outs.
- Ensure timely availability of fast-moving and critical parts.
- Drive genuine parts usage and customer-pay parts business.
- Identify opportunities for increasing accessory, AMC, extended warranty and other value-added service revenue.
PEOPLE LEADERSHIP & ORGANIZATION DEVELOPMENT
- Lead, mentor and develop Service Managers and the wider after-sales leadership team.
- Set clear individual and departmental targets.
- Conduct monthly performance reviews and capability assessments.
- Identify manpower requirements based on business volume and productivity.
- Develop succession plans for key service positions.
- Build a high-performance culture with strong accountability and ownership.
- Ensure technical and behavioural training for technicians, service advisors and managers.
- Improve employee engagement and reduce attrition in critical positions.
H. CUSTOMER & BUSINESS ANALYTICS
- Establish a robust MIS and performance-review mechanism.
- Review daily, weekly and monthly service KPIs.
- Analyze branch-wise trends in:
- Vehicle inflow
- Revenue
- Gross profit
- Labour sales
- Parts sales
- Productivity
- Efficiency
- CSI/NPS
- Retention
- Repeat repair
- Vehicle turnaround time
- Use data-driven analysis to identify gaps and implement corrective actions.
DIGITAL & PROCESS IMPROVEMENT
- Promote digital service appointment and customer communication initiatives.
- Improve workshop appointment conversion and utilization.
- Encourage paperless/digital processes wherever applicable.
- Implement continuous improvement initiatives across service operations.
- Benchmark FPL GROUP performance against leading Hyundai dealerships and industry best practices.
SAFETY, COMPLIANCE & GOVERNANCE
- Ensure compliance with statutory, legal, environmental and safety requirements.
- Maintain high standards of workshop safety and housekeeping.
- Ensure proper handling of hazardous materials and workshop waste.
- Ensure proper documentation, audit readiness and process governance.
- Maintain discipline in financial controls, approvals and operational procedures.
KEY PERFORMANCE INDICATORS – KPI
The Service GM will be evaluated primarily on:
Business
- Service Revenue
- Gross Profit / Gross Margin
- P&L Performance
- Labour Revenue
- Parts Revenue
- Revenue per RO / Vehicle
Operations
- Vehicle Inflow
- Workshop Productivity
- Technician Efficiency
- Technician Utilization
- Bay Utilization
- Vehicle Turnaround Time
- First-Time Fix Rate
- Repeat Repair / Comeback %
Customer
- CSI / NPS
- Customer Retention
- Service Retention %
- Complaint Closure
- Customer Escalations
- Lost Customer Recovery
People
- Employee Productivity
- Training & Certification
- Attrition
- Manpower Utilization
- Employee Engagement
OEM / Process
- OEM KPI Achievement
- OEM Audit Score
- Warranty Performance
- Campaign / Recall Completion
- Process Compliance
QUALIFICATION & EXPERIENCE
- Bachelor's Degree / Diploma in Automobile, Mechanical Engineering or equivalent qualification.
- 12–18 years of experience in automobile after-sales/service operations.
- Minimum 5–8 years in a senior Service Manager / Regional Service Manager / GM-Service / Head of Service role.
- Experience managing multiple service outlets or a large-volume dealership operation is strongly preferred.
- Strong experience in Hyundai or another leading passenger-car OEM dealership environment.
- Proven track record in service revenue growth, profitability and customer satisfaction.
- Strong understanding of workshop operations, OEM processes, warranty, parts and service KPIs.
- Experience in managing large teams and multi-location operations.
CORE COMPETENCIES
- Strategic Leadership
- Business & Commercial Acumen
- Multi-Location Operations Management
- Customer-Centric Leadership
- Financial Management
- Workshop & Process Excellence
- People Development
- Performance Management
- Analytical & Data-Driven Decision Making
- Problem Solving
- Negotiation & Influencing
- Change Management
- Communication Skills
- Integrity & Accountability
IDEAL CANDIDATE PROFILE
The ideal candidate should be a highly experienced automobile after-sales leader who can independently manage a large, multi-location service business.
The candidate should demonstrate the ability to:
- Grow service revenue and profitability.
- Improve workshop productivity and operational efficiency.
- Deliver consistently high customer satisfaction.
- Lead and develop a large service organization.
- Manage multiple service locations through strong branch leadership.
- Work effectively with OEM teams and processes.
- Convert data and KPIs into measurable business improvements.
- Build a strong culture of customer focus, accountability and continuous improvement.
KEY EXPECTATION FROM THE ROLE
The Service GM is ultimately accountable for making FPL GROUP Service Division a high-performing, profitable and customer-centric after-sales business while ensuring consistent FPL standards across all service locations.
AUTHORITY & ACCOUNTABILITY
The Service GM will have appropriate authority, within company policies and approved limits, for:
- Service business planning and target setting
- Manpower deployment
- Operational improvements
- Customer recovery decisions
- Cost-control initiatives
- Performance management
- Training and capability development
- Workshop capacity planning
- Service process implementation
- Branch performance reviews
Overall Accountability:
Revenue + Profitability + Customer Satisfaction + Retention + Productivity + Quality + People + OEM Compliance
To Reach HR:
Dial - +91-99400-25642
Pay: ₹100,000.00 - ₹130,000.00 per month
Work Location: In person
