General Manager / Service Head
Company: Veer Mahindra
Position: General Manager – Service (Service Head)
Location: Kannur & Kasaragod, Kerala
Department: After Sales Service
Reporting To: CEO
Direct Reports: Service Managers, Body Shop Managers, Workshop Managers, CRM Manager, Parts Manager, Warranty Manager, Customer Care Team, Technical Trainers
Position Overview
Veer Mahindra is seeking a dynamic, visionary, and performance-driven General Manager – Service to lead and transform the entire after-sales business across Kannur and Kasaragod. The role carries complete responsibility for Personal Vehicles (PV), Commercial Vehicles (CV), Mahindra Electric Vehicles (MEV), and the Born Electric (BE) portfolio, ensuring world-class customer satisfaction, operational excellence, technical capability, profitability, and business growth.
The ideal candidate will possess exceptional leadership, strong commercial acumen, deep technical understanding, and a passion for building high-performing teams while delivering an unmatched ownership experience.
Key Responsibilities
Strategic Leadership
- Develop and execute the annual Service Business Plan aligned with dealership and Mahindra objectives.
- Lead all service operations across multiple workshops and satellite facilities.
- Drive sustainable growth in revenue, profitability, productivity, and customer retention.
- Establish Veer Mahindra as the benchmark for after-sales service in North Kerala.
- Prepare and present monthly operational reviews to the CEO and senior leadership.
Operational Excellence
- Ensure smooth operations across:
- Personal Vehicle Workshops
- Commercial Vehicle Workshops
- Body & Paint Facilities
- Quick Service
- Mobile Service
- Roadside Assistance
- Express Service
- EV & Born Electric Service Bays
- Maintain workshop productivity, efficiency, and quality standards.
- Ensure adherence to Mahindra SOPs and dealership processes.
- Optimize manpower utilization, bay loading, and workshop throughput.
- Lead continuous improvement initiatives using Lean and Kaizen principles.
Electric Vehicle & Born Electric Readiness
- Lead the development and operation of Mahindra's Electric Vehicle and Born Electric service ecosystem.
- Ensure readiness of EV infrastructure, tools, diagnostics, charging equipment, and safety systems.
- Develop EV-certified technicians and advisors.
- Maintain compliance with Mahindra's EV safety and technical standards.
- Deliver premium ownership experiences for BE customers.
Customer Experience & Satisfaction
- Drive industry-leading CSI and NPS performance.
- Personally monitor high-priority customer concerns and escalations.
- Ensure timely resolution of complaints.
- Improve first-time fix rates and reduce repeat repairs.
- Build a proactive customer retention strategy.
- Enhance service experience through digital engagement and communication.
Financial Management
Own and drive all service-related financial KPIs, including:
- Revenue Growth
- Gross Profit
- Net Profit
- Labour Sales
- Parts Sales
- Body Shop Revenue
- Warranty Performance
- Cost Control
- Productivity
- Technician Efficiency
- Workshop Capacity Utilization
- Service Absorption
Prepare annual budgets, monthly forecasts, and corrective action plans to achieve financial targets.
Team Leadership & People Development
- Lead, mentor, and inspire a team of Service Managers, Advisors, Technicians, Body Shop professionals, CRM executives, and support staff.
- Build a culture of accountability, customer focus, innovation, and continuous improvement.
- Identify future leaders and implement succession planning.
- Conduct regular performance reviews, coaching sessions, and technical training.
- Foster employee engagement and retention.
Technical Excellence
- Ensure adherence to Mahindra technical standards.
- Improve diagnostic accuracy and repair quality.
- Maintain workshop tools, diagnostic equipment, and infrastructure.
- Ensure technical readiness for new vehicle launches.
- Coordinate with Mahindra technical support for complex cases.
Warranty & Quality Management
- Ensure accurate and timely warranty processing.
- Reduce warranty claim rejections.
- Improve warranty recovery.
- Conduct regular quality audits.
- Monitor repeat repairs and implement corrective actions.
Parts & Inventory Coordination
Work closely with the Parts Department to:
- Improve parts availability.
- Reduce vehicle downtime.
- Optimize inventory.
- Improve workshop turnaround time.
- Increase first-time repair completion.
Business Development
Drive growth through:
- Service retention programs
- Annual Maintenance Contracts (AMC)
- Extended Warranty sales
- Roadside Assistance
- Value-added services
- Accessories
- Fleet maintenance programs
- Corporate service partnerships
- Customer referral initiatives
Compliance & Safety
- Ensure compliance with Mahindra operational standards.
- Maintain statutory compliance.
- Ensure workplace safety and environmental standards.
- Lead EV safety compliance initiatives.
- Conduct periodic safety audits.
Key Performance Indicators (KPIs)Financial
- Monthly Service Revenue
- Gross Profit %
- Net Profit
- Labour Revenue
- Parts Revenue
- Body Shop Revenue
- Service Absorption Ratio
- Warranty Recovery
Customer
- CSI Score
- NPS Score
- Google Review Rating
- Customer Retention %
- Complaint Resolution Time
- Repeat Repair %
Operations
- Workshop Productivity
- Technician Efficiency
- Technician Utilization
- Bay Utilization
- Vehicle Turnaround Time (TAT)
- First-Time Fix Rate
- Repeat Repair %
- Job Card Growth
Team
- Employee Productivity
- Training Completion
- Employee Retention
- Internal Promotions
- Performance Appraisal Scores
Quality
- Warranty Claim Accuracy
- Audit Scores
- SOP Compliance
- Mahindra Dealer Evaluation Scores
EV Readiness
- EV Technician Certification
- EV Customer Satisfaction
- EV Repair TAT
- Charging Infrastructure Uptime
- EV Safety Audit Compliance
Desired Candidate ProfileEducation
- Bachelor's Degree in Mechanical, Automobile Engineering, or a related discipline.
- MBA or PGDM is preferred.
Experience
- 12–18 years in automotive after-sales, with at least 5 years in a senior leadership role.
- Experience managing multi-location dealership service operations.
- Strong exposure to both Passenger and Commercial Vehicle service.
- Experience with Electric Vehicle service operations is highly preferred.
Required Competencies
- Strategic Leadership
- Business Planning
- Financial Management
- Multi-Location Operations
- Customer Experience Management
- Team Building & Coaching
- Technical Expertise
- EV & High-Voltage Systems Awareness
- Data Analytics & MIS
- Negotiation & Stakeholder Management
- Problem Solving
- Decision Making
- Excellent Communication Skills
Compensation & Benefits
Fixed Salary
₹65,000 – ₹85,000 per month (based on experience and capability)
Additional Benefits
- Performance Bonus
- Annual Incentive Plan
- Fuel & Travel Allowance
- Mobile & Communication Reimbursement
- Medical Insurance
- Professional Development & OEM Training
- Leadership Development Opportunities
Why Join Veer Mahindra?
Veer Mahindra is one of North Kerala's fastest-growing Mahindra dealerships, serving customers across Kannur and Kasaragod. With a rapidly expanding footprint in Personal Vehicles, Commercial Vehicles, and Mahindra's Born Electric ecosystem, we are committed to delivering exceptional customer experiences through innovation, operational excellence, and a people-first culture.
As the General Manager – Service, you will lead a high-impact transformation of our after-sales business, shaping the future of mobility while building one of the region's most respected service organizations. This role offers the opportunity to influence strategy, drive profitability, develop future leaders, and establish benchmark service standards across every segment of the Mahindra portfolio.
Pay: ₹55,000.00 - ₹90,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
Work Location: In person
