Job Summary
The General Manager – Service is responsible for leading and managing the entire after-sales service operations of an automobile dealership. The role includes workshop management, customer satisfaction, profitability, manpower planning, service process implementation, spare parts coordination, warranty administration, and achievement of OEM service standards.
The GM Service ensures efficient workshop operations while maximizing revenue, productivity, and customer retention.
Key Responsibilities1. Service Operations Management
- Oversee complete workshop and service center operations
- Ensure smooth functioning of:
- General repair
- Periodic maintenance
- Body shop
- Accident repair
- Warranty services
- Roadside assistance
- Monitor vehicle turnaround time (TAT)
2. Revenue & Profitability
- Achieve service revenue and profitability targets
- Improve labor sales and workshop efficiency
- Increase customer-paid repairs and AMC sales
- Monitor expense control and cost optimization
3. Customer Satisfaction & Retention
- Ensure high customer satisfaction (CSI)
- Resolve escalated customer complaints
- Improve repeat service business and retention
- Monitor service quality standards
4. Workshop Productivity Management
- Monitor technician productivity and efficiency
- Optimize bay utilization and workshop capacity
- Ensure proper job allocation and workflow control
- Track daily workshop loading and output
5. Team Leadership & Manpower Management
- Lead Service Managers, Workshop Managers, Advisors, and Technicians
- Conduct performance reviews and training programs
- Plan manpower requirements and succession planning
- Ensure discipline and safety compliance
6. OEM Coordination & Compliance
- Implement OEM service processes and standards
- Participate in OEM audits and review meetings
- Ensure warranty policy compliance
- Achieve OEM KPI benchmarks
7. Spare Parts & Inventory Coordination
- Coordinate with parts department for availability
- Monitor inventory control and parts movement
- Reduce obsolete stock and improve parts turnover
8. Warranty & Technical Support
- Ensure accurate warranty claim processing
- Monitor claim rejection rates
- Support technical diagnosis and escalation handling
9. MIS & Reporting
- Prepare service performance reports
- Analyze:
- Revenue
- Productivity
- CSI
- Repeat repairs
- Warranty claims
- Workshop efficiency
- Present reports to management and OEM
10. Safety & Compliance
- Ensure workshop safety standards
- Maintain statutory and environmental compliance
- Enforce PPE and operational safety practices
Required Skills
- Strong workshop and after-sales management
- Leadership and team handling
- Customer complaint resolution
- Financial and operational control
- Technical understanding of automobiles
- OEM process knowledge
- MIS and analytical skills
Pay: ₹1,200,000.00 - ₹1,500,000.00 per year
Work Location: In person
