We are looking for an experienced and results-driven General Manager – Service to lead the after-sales service operations of our JCB dealership. The ideal candidate will be responsible for managing service workshops, field service operations, technical support, warranty administration, customer satisfaction, and service business profitability.
The candidate should possess strong leadership skills, extensive technical knowledge of construction equipment, and a proven ability to drive operational excellence while ensuring high levels of customer satisfaction and business growth.
Key Responsibilities
- Lead and manage all dealership service operations, including workshop, field service, technical support, and warranty.
- Achieve monthly and annual service revenue, profitability, and productivity targets.
- Ensure high workshop efficiency, technician productivity, and first-time fix rates.
- Develop strategies to increase service business, Annual Maintenance Contracts (AMCs), labour sales, and customer retention.
- Monitor service KPIs including turnaround time (TAT), machine uptime, warranty performance, repeat repairs, and customer satisfaction.
- Ensure timely execution of preventive maintenance and breakdown service support.
- Lead, mentor, and develop Service Managers, Workshop Managers, Engineers, and Technicians.
- Coordinate with JCB/OEM technical teams for escalations, service campaigns, product improvements, and technical training.
- Ensure compliance with JCB service standards, dealership SOPs, statutory regulations, and safety requirements.
- Oversee warranty claim processing, technical documentation, and audit compliance.
- Manage workshop resources, tools, equipment, and manpower planning for optimum utilisation.
- Analyse service performance through MIS reports and implement continuous improvement initiatives.
- Build and maintain strong customer relationships by ensuring prompt resolution of service issues and complaints.
- Collaborate with Sales and Parts departments to enhance overall dealership performance and customer experience.
Required Qualifications
- Bachelor's Degree in Mechanical Engineering, Automobile Engineering, or a related technical discipline.
- MBA or Postgraduate qualification in Operations/Business Management will be an added advantage.
Experience Required
- Minimum 12 years of overall experience in service operations within dealership or commercial equipment industries.
- Minimum 5 years of experience in the Commercial Vehicle, Construction Equipment, Heavy Equipment, or Earthmoving Equipment sector in a managerial or senior leadership role.
- Previous experience with JCB, Caterpillar, Tata Hitachi, Komatsu, CASE, Volvo CE, Hyundai Construction Equipment, Ashok Leyland, Tata Motors Commercial Vehicles, Eicher, or similar OEM dealerships will be preferred.
Pay: From ₹100,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
Work Location: In person
