Job Description

Full job description

The

Assistant General Manager - Service

will play a critical leadership role in driving operational excellence across the service department. This role demands a strategic thinker with strong technical knowledge, people management skills, and customer-centric focus to enhance service efficiency, customer satisfaction, and profitability.

Key Responsibilities:

Service Operations Management:

Oversee day-to-day service operations including workshop, bodyshop, field service, and express service bays. Ensure high productivity, quality workmanship, and adherence to Honda service standards. Optimize workshop loading, bay utilization, and turnaround times.

Team Leadership:

Lead and mentor Service Advisors, Technicians, Floor Supervisors, and support staff. Implement performance monitoring, daily reviews, and regular training to build a result-oriented team. Drive team motivation and discipline.

Customer Experience:

Ensure best-in-class customer service experience through transparent communication, prompt resolution of issues, and timely delivery. Handle escalated customer complaints and ensure 100% customer satisfaction index (CSI) targets are met. Promote service loyalty programs and follow-up processes.

Revenue & Profitability:

Achieve monthly and annual revenue targets across labour, parts, value-added services (VAS), and insurance. Monitor workshop expenses and ensure cost-effective operations. Drive service campaigns, AMC, and upselling of additional services.

Process & Compliance:

Implement and audit SOPs, safety guidelines, Mahindra QMS norms, and statutory compliances. Ensure DMS usage, job card accuracy, and documentation control. Prepare and review daily MIS, KPI dashboards, and reports.

Coordination & Reporting:

Coordinate with Parts, Sales, CRM, and Technical teams for seamless customer experience. Submit regular reports to senior management with insights and action plans.

Qualifications & Skills:

Graduate/Diploma in Automobile/Mechanical Engineering (preferred) 8-12 years of relevant experience in service operations in the automobile industry (preferably Honda) Strong leadership, communication, and conflict-resolution skills Proficiency in dealer management systems (DMS) and MS Office Customer-focused, performance-driven, and team-oriented

Key Performance Indicators (KPIs):

Monthly Retail Labour & Parts Revenue Bay & Technician Productivity Customer Satisfaction Index (CSI) Repeat Job Ratio Value-Added Services Penetration Complaint Resolution TAT Shield and RSA Sales Warranty Claim Efficiency
Job Types: Full-time, Permanent

Pay: ?70,000.00 - ?90,000.00 per month

Benefits:

Health insurance Provident Fund
Schedule:

Day shift
Supplemental Pay:

Performance bonus
Experience:

AGM Service : 5 years (Preferred) Workshop Management : 10 years (Preferred)
Work Location: In person