To lead the entire After-Sales (Service) department across all branches of Rukmani Motors. The GM is responsible for achieving service volume targets, ensuring 100% adherence to Maruti Suzuki (MSIL) service standards, and maintaining the highest levels of Customer Satisfaction (CSI) and profitability.
2. Key Responsibilities
Operations Management:
Oversee the day-to-day operations of the workshop, Bodyshop, and spare parts departments.
Business Growth:
Drive "Service Load" (number of cars serviced) through marketing activities, service camps, and proactive customer outreach.
Financial Performance:
Monitor P&L for the service vertical, including labor revenue, spare parts sales, and lubricant margins.
Customer Experience:
Monitor
JD Power/CSI scores
and resolve high-priority customer escalations. Ensure the "Service Advisor" team follows the MSIL 7-step process.
Compliance:
Ensure the workshop complies with MSIL audits, safety norms, and environmental regulations.
Manpower Development:
Lead a team of Service Managers, Advisors, and Technicians. Focus on training, productivity, and reducing attrition.
Inventory Control:
Optimize inventory levels for Maruti Genuine Parts (MGP) and Accessories (MGA) to prevent stockouts while minimizing dead stock.
3. Required Skills & Qualifications
Education:
B.E. / B.Tech in Mechanical or Automobile Engineering. An MBA in Operations/Marketing is highly preferred.
Experience:
12-18+ years in the automobile industry, with at least 5 years in a senior leadership role (DGM or GM) at a major dealership.
Technical Knowledge:
Deep understanding of modern automotive systems, Bodyshop processes (insurance/claims), and diagnostic tools.
Soft Skills:
Strong negotiation, leadership, and conflict-resolution skills. Ability to speak local languages (Hindi/Indori) is an advantage for customer interaction.