General Manager Service

POSITION OVERVIEW

The General Manager — Service provides strategic and operational leadership for the complete aftersales ecosystem — Service, Bodyshop. Parts, and Service CRM. to deliver superior throughput, profitability, and customer satisfaction

1. EDUCATION Bachelor's degree in mechanical/ Automobile, Master preferred. Professional certification in Dealership Management. Certification in Automotive Aftersales Operations.

2. EXPERIENCE

• 10-15 years in progressive experience in automotive aftersales operations. Minimum 4 years in a senior managerial capacity.
• Lexury brand experience preferred.
• Demonstrated Success in achieving service Customer satisfaction, escalation resolution, and revenue Objectives.
• Advanced understanding of Dealer Management Systems (DMS) warranty governance, and worksh%' operations. Experience leading cross-functional teams across Service, Bodyshop, and Spare parts

3. KEY RESPONSIBILITIES

• Target Define, cascade, review and monitor performance targets across Service, 80$sh%), and Parts.
• Capacity Opt tio Maximize worksh,op capacity, utilization, and daily vehicle throughput.
• Op-ntional Governance: Drive Of Warranty Claims, critical escalations, and CSI performance to ensure timely resolution, accountability and sustained customer experience.
• OEM Standards Compliance: Ensure rigorous adherence to OEM service protocols and brand audit standards.
• Coach and develop Service, Bodyshop, and Parts Ieadership for sustained performance. Strengthen cost governance and profitability across all aftersales business verticals.
• Manpower Planning: Optimize workforce deployment and identity capability building requirement.

4. KEY PERFORMANCE INDICATORS (KPIs)

CUSTOMER SATISFACTION

• CSI & NPS Performance Customer Complaints concern Resolution Time (TAT)

SERVICE REVENUE & GP

• Workshop Revenue Vs Target Labour & Parts Revenue Ill. Drive Business Enablers (Accessories, VAS, Extended Warranty, Etc.)

CAPACITY UTILIZATION

• Repair Order (RO) Volume Growth Workshop Capacity utilization a) Bay utilization b) Tech. Efficiency & Productivity

SERVICE QUALITY

• Fix Right First Time (FRFT) % Repeat Repair 100% Warranty Claim adherence Claim rejection rate
• VEHICLE TURN AROUND SDD Avg. RO Duration

PARTS PERFORMANCE

• Parts Fill Rate parts Availability VOR / Emergency Orders Obsolete/ Excess Inventory

PEOPLE

• Technician Skill Level Training Completion & Certification Manpmver Retention
• Interested candidate please share resume on [email protected] or can what's app on 9011041123

Pay: ₹80,000.00 - ₹130,000.00 per month

Benefits:

• Cell phone reimbursement
• Paid sick time
• Provident Fund

Work Location: In person