Service General Manager – Passenger Car Service DivisionPosition Overview
The Service General Manager will lead and oversee the complete operations of the Passenger Car Service Department, ensuring operational excellence, customer satisfaction, revenue growth, and profitability. The role focuses on optimizing workshop performance, developing service teams, maintaining OEM standards, and delivering exceptional after-sales support.
Key ResponsibilitiesService Operations
- Manage and supervise daily workshop and service center operations.
- Ensure efficient vehicle intake, service execution, and timely delivery.
- Maintain adherence to OEM service procedures, quality standards, and dealership policies.
- Optimize workshop capacity utilization and operational efficiency.
Revenue & Business Growth
- Drive achievement of service revenue and profitability targets.
- Enhance labor sales, spare parts business, accessories sales, and value-added services.
- Develop strategies to improve customer retention and increase workshop business.
- Monitor performance metrics and implement improvement initiatives.
Customer Experience
- Deliver exceptional customer service and maintain high customer satisfaction levels.
- Handle customer concerns and escalations effectively.
- Monitor CSI scores and customer feedback to identify improvement opportunities.
- Promote customer loyalty and service retention programs.
Team Management
- Lead and mentor Service Managers, Advisors, Technicians, and support teams.
- Conduct performance evaluations and provide continuous coaching.
- Identify training requirements and support employee development.
- Build a high-performance culture focused on accountability and teamwork.
Quality & Productivity Management
- Monitor technician productivity, efficiency, and workshop performance.
- Ensure quality inspections and adherence to repair standards.
- Reduce repeat repairs and improve first-time resolution rates.
- Maintain safety, discipline, and housekeeping standards within the workshop.
Financial Control
- Prepare and manage departmental budgets and operating expenses.
- Monitor profitability and cost-control measures.
- Review financial reports and operational performance indicators.
- Coordinate with the Parts Department to ensure effective inventory management.
Compliance & Reporting
- Ensure compliance with OEM guidelines, dealership policies, and statutory regulations.
- Support OEM audits and maintain required standards.
- Prepare and present regular operational and performance reports to senior management.
Key Performance Indicators (KPIs)
- Service Revenue Growth
- Workshop Profitability
- Customer Satisfaction Index (CSI)
- Customer Retention
- Technician Productivity & Efficiency
- Vehicle Throughput
- Reduction in Repeat Repairs
- Spare Parts & Accessories Revenue
- Employee Performance and Retention
Qualifications
- Bachelor's Degree in Mechanical Engineering, Automobile Engineering, Business Administration, or a related discipline.
- MBA or equivalent management qualification is preferred.
Experience
- 10–15 years of experience in automobile after-sales and service operations.
- Minimum 5 years of leadership experience managing passenger vehicle service functions.
- Prior experience with authorized automobile dealerships and OEM networks is highly desirable.
Core Competencies
- Leadership and Team Development
- Customer Relationship Management
- Strategic Planning and Business Development
- Financial and Commercial Acumen
- Problem Solving and Decision Making
- Knowledge of OEM Standards and Dealership Management Systems
- Strong Communication and Stakeholder Management Skills
Pay: ₹600,000.00 - ₹700,000.00 per year
Work Location: In person
