Service General Manager

Service General Manager – Roles & Responsibilities Automobile Dealership. Overall Service Department Management

• Take overall responsibility for the dealership's Service Department and workshop operations.
• Ensure achievement of monthly, quarterly and annual service targets.
• Plan and manage workshop capacity based on vehicle inflow.
• Ensure smooth coordination between Service, Parts, Bodyshop, CRM, Accounts and Sales departments.
• Ensure compliance with OEM/service standards and dealership policies.

2. Workshop Operations

• Monitor daily vehicle inflow, job allocation and vehicle movement.
• Ensure proper utilization of service bays and workshop manpower.
• Monitor job progress from vehicle reception to final delivery.
• Ensure vehicles are delivered within the committed delivery time.
• Monitor and reduce vehicle TAT and pending vehicles.
• Ensure proper handling of express, periodic maintenance and major repair jobs.

3. Service Revenue & Profitability

• Achieve monthly service revenue and gross profit targets.
• Monitor:
• Labour revenue
• Parts revenue
• Value-added services
• AMC
• Extended Warranty
• Insurance repairs
• Paid services
• Identify opportunities to increase workshop revenue.
• Control unnecessary expenses and improve service department profitability.

4. Customer Satisfaction & CSI

• Ensure excellent customer experience throughout the service process.
• Monitor CSI/customer satisfaction scores.
• Review customer feedback and complaints regularly.
• Personally handle critical and escalated customer complaints.
• Ensure timely resolution of customer concerns.
• Improve customer retention and repeat service visits.

5. Service Advisor Management

• Monitor the performance of Service Advisors.
• Ensure accurate job-card opening and complaint recording.
• Ensure proper vehicle inspection and estimation.
• Ensure additional jobs are communicated to customers and approvals are obtained.
• Monitor customer follow-ups and service reminders.
• Ensure proper explanation of invoices at the time of delivery.

6. Technician Management

• Ensure adequate technical manpower according to workshop requirements.
• Monitor technician productivity and efficiency.
• Allocate jobs according to technician skill and specialization.
• Identify skill gaps and arrange technical training.
• Monitor technician attendance, discipline and performance.
• Ensure technicians follow OEM repair procedures.

7. Quality Control

• Ensure quality repairs and first-time-right service.
• Monitor repeat repairs and repeat customer complaints.
• Ensure final inspection is completed before vehicle delivery.
• Identify recurring technical issues and take corrective action.
• Ensure proper road testing wherever required.

8. Parts Coordination

• Coordinate with the Parts Department for timely availability of spare parts.
• Monitor vehicles pending due to parts.
• Ensure critical and fast-moving parts are adequately planned.
• Minimize vehicle holding time due to parts non-availability.
• Monitor parts consumption and ensure proper coordination between Parts and Workshop.

9. Warranty Management

• Monitor warranty job processing and claims.
• Ensure proper documentation and timely submission of warranty claims.
• Monitor warranty claim rejection and take corrective action.
• Ensure technicians and advisors follow OEM warranty procedures.

10. Insurance & Bodyshop Coordination

• Coordinate with the Bodyshop/Insurance team for accident vehicles.
• Monitor insurance claim processing and vehicle movement.
• Ensure timely approval and repair of insurance vehicles.
• Monitor pending vehicles due to insurance approvals or documentation.

11. Customer Retention & Service Marketing

• Develop strategies to increase service customer retention.
• Monitor service due customers and follow-up activities.
• Promote periodic maintenance and preventive maintenance.
• Increase workshop vehicle inflow through service campaigns.
• Promote AMC, extended warranty, service packages and other value-added products.

12. Workshop Safety & Compliance

• Ensure compliance with OEM safety and workshop standards.
• Ensure proper use of PPE by technicians and workshop staff.
• Maintain workshop housekeeping and 5S standards.
• Ensure safe handling of tools, equipment, oils, batteries and hazardous materials.
• Ensure proper disposal of used oil, tyres, batteries and other workshop waste.

13. MIS & Performance Review

Review daily, weekly and monthly reports relating to:

• Vehicle inflow
• Vehicle delivery
• Service revenue
• Labour sales
• Parts sales
• Technician productivity
• Technician efficiency
• Workshop utilization
• TAT
• CSI
• Repeat repairs
• Customer complaints
• Warranty claims
• Insurance jobs
• Pending vehicles
• Customer retention

14. Team Leadership & Performance

• Set individual and departmental targets.
• Conduct regular performance review meetings.
• Identify underperforming employees and initiate corrective action.
• Recognize and motivate high-performing employees.
• Maintain discipline and professional standards within the workshop.
• Develop a customer-focused and performance-oriented team.

15. OEM Coordination

• Coordinate with the OEM Regional/Area Service team.
• Ensure implementation of OEM circulars, campaigns and service initiatives.
• Ensure completion of mandatory OEM training and certifications.
• Participate in OEM audits and performance reviews.
• Take corrective action on audit observations.

16. Business Growth

• Identify opportunities to increase workshop market share.
• Improve customer-pay and paid-service business.
• Increase service retention from existing customers.
• Develop strategies for attracting out-of-warranty vehicles.
• Monitor competitor service activities and market trends.
• Work with management to achieve overall dealership service growth.

Pay: ₹50,000.00 - ₹70,000.00 per month

Benefits:

• Cell phone reimbursement
• Paid sick time
• Provident Fund

Work Location: In person