The Service General Manager is responsible for leading and managing the complete after-sales service operations of the dealership/service center. The role focuses on achieving service revenue targets, ensuring high customer satisfaction, improving workshop productivity, managing manpower, and maintaining manufacturer standards.
Key Responsibilities Service Operations Management
- Oversee day-to-day workshop and service center operations.
- Ensure smooth functioning of service advisors, technicians, body shop, and spare parts coordination.
- Monitor workshop efficiency, productivity, and quality standards.
- Ensure timely delivery of vehicles and effective job allocation.
Customer Satisfaction
- Maintain high levels of customer satisfaction and retention.
- Handle major customer complaints and ensure quick resolution.
- Monitor customer feedback, CSI/NPS scores, and implement improvement actions.
- Ensure excellent customer experience throughout the service process.
Revenue & Business Development
- Achieve monthly and annual service revenue targets.
- Increase labor sales, spare parts sales, AMC, extended warranty, and value-added services.
- Develop strategies to improve workshop loading and customer retention.
- Monitor profitability and control operational expenses.
Team Management
- Lead, motivate, and train service team members.
- Conduct performance reviews and identify training needs.
- Maintain discipline, teamwork, and employee engagement.
- Recruit skilled manpower as per operational requirements.
Quality & Compliance
- Ensure compliance with manufacturer standards and dealership policies.
- Monitor quality of repairs and implementation of standard operating procedures.
- Ensure workplace safety and proper usage of tools and equipment.
- Maintain audit readiness and process compliance.
Reporting & MIS
- Prepare and review daily, weekly, and monthly MIS reports.
- Analyze KPIs such as productivity, efficiency, repeat repairs, and customer retention.
- Coordinate with management and OEM representatives for performance reviews.
Required Qualifications
- Bachelor’s Degree / Diploma in Mechanical or Automobile Engineering.
- MBA preferred.
Experience
- 10+ years of experience in automobile service operations.
- Minimum 3–5 years in managerial leadership role in automobile dealership/service industry.
Pay: ₹80,000.00 - ₹120,000.00 per month
Benefits:
Work Location: In person
