Job Description – General Manager – Service
Position: General Manager – Service
Location: Kochi, Kerala
Industry: Automobile / Automotive Dealership
Experience: 7+ years in Maruti Suzuki Service / Automobile Dealership
Department: Service
Reporting To: Dealer Principal / Managing Director
Job Summary
We are looking for an experienced and result-oriented General Manager – Service to lead and manage the complete service operations of our automotive dealership in Kochi.
The ideal candidate should have 7+ years of experience in Maruti Suzuki service operations, preferably with an authorized Maruti Suzuki dealership, along with strong expertise in workshop management, customer satisfaction, team leadership, service revenue, and profitability.
Key Responsibilities
- Manage the overall operations and profitability of the Service Department.
- Lead Service Advisors, Technicians, Warranty, Washing/Detailing, and support teams.
- Achieve monthly and annual service revenue, profitability, and customer satisfaction targets.
- Monitor workshop productivity, efficiency, bay utilization, labour sales, and vehicle inflow.
- Ensure compliance with Maruti Suzuki service standards, processes, and guidelines.
- Improve customer retention, repeat service, and customer loyalty.
- Handle escalated customer complaints and ensure timely resolution.
- Drive periodic maintenance, paid service, warranty, insurance, and value-added service business.
- Monitor daily, weekly, and monthly service performance and implement corrective measures.
- Control operational expenses and improve service department profitability.
- Optimize manpower, workshop bays, equipment, and other resources.
- Recruit, train, motivate, and evaluate service department employees.
- Set KPIs and conduct regular performance reviews.
- Coordinate with Sales, Spare Parts, Accounts, Insurance, and Body Shop departments.
- Ensure proper implementation of warranty and goodwill procedures.
- Maintain high standards of workshop cleanliness, safety, discipline, and 5S.
- Monitor spare-parts availability and minimize vehicle waiting time.
- Analyze customer feedback and continuously improve service quality.
- Develop strategies to increase workshop throughput, labour revenue, and customer-pay business.
- Prepare and present MIS and performance reports to management.
Required Qualifications & Experience
- Diploma / Bachelor's degree in Automobile, Mechanical Engineering, or a related field.
- Minimum 7 years of experience in Maruti Suzuki service operations.
- Experience in an authorized Maruti Suzuki dealership is highly preferred.
- Strong knowledge of workshop operations and dealership service processes.
- Proven ability to manage teams and achieve revenue and customer satisfaction targets.
- Good understanding of CSI, warranty procedures, workshop KPIs, and service processes.
- Excellent leadership, communication, customer-handling, and problem-solving skills.
- Working knowledge of MS Office and dealership management systems.
Key Performance Indicators (KPIs)
- Service Revenue & Gross Profit
- Workshop Productivity & Efficiency
- Bay Utilization
- Labour Sales
- Customer Satisfaction Index (CSI)
- Customer Retention & Repeat Service
- Vehicle Inflow
- Average Repair Order (ARO)
- Warranty Performance
- Technician Productivity
- Customer Complaint Resolution
- Departmental Cost Control & Profitability
Preferred Candidate Profile
The ideal candidate should be a strong people leader and business-oriented automotive service professional capable of independently managing dealership service operations, improving workshop profitability, maintaining excellent customer satisfaction, and achieving OEM and dealership targets.
Maruti Suzuki authorized dealership experience of 7+ years is strongly preferred.
Location: Kochi, Kerala
Pay: From ₹90,000.00 per month
Benefits:
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
