Job Description

Job Title:

General Manager - Service (Automobile)

Department:

Service

Location:

[delhi Gurugaon

Reports To:

Managing Director / CEO / Director - Operations

Job Purpose:

To lead and manage the entire service operations of the dealership (or group) to ensure high customer satisfaction, profitability, efficient workshop operations, and compliance with manufacturer standards.

Key Responsibilities:

1. Operational Management

Oversee day-to-day operations of all service departments and workshops. Plan, implement, and monitor service processes to achieve targets for throughput, efficiency, and customer satisfaction. Ensure compliance with OEM (Original Equipment Manufacturer) standards, policies, and audit requirements. Monitor key performance indicators (KPIs) such as productivity, labor utilization, turnaround time, and repeat repair ratio.

2. Business Development & Profitability

Develop and execute strategies to increase service revenue, including value-added services and annual maintenance contracts. Manage budgets, control costs, and ensure profitability of service operations. Analyze financial performance and prepare monthly performance reports.

3. Customer Relationship Management

Ensure high standards of customer care and retention. Monitor customer feedback, CSI (Customer Satisfaction Index), and take corrective actions for continuous improvement. Handle critical customer complaints and resolve escalations effectively.

4. Team Leadership

Lead, mentor, and develop service managers, advisors, and technical teams. Conduct regular training and performance reviews. Ensure a culture of teamwork, discipline, and accountability.

5. Workshop and Facility Management

Oversee workshop layout, equipment maintenance, and tool management. Ensure health, safety, and environmental compliance. Optimize capacity utilization and maintain high-quality repair standards.

6. OEM & Vendor Coordination

Liaise with OEM representatives for warranty, technical support, and service campaigns. Manage vendor relationships for parts, tools, and equipment procurement.

Key Skills and Competencies:

Strong leadership and team management skills. Excellent understanding of automotive service operations and customer handling. Business acumen and financial management ability. Analytical and problem-solving skills. Good communication and interpersonal abilities. Knowledge of DMS (Dealer Management Systems) and service software.

Qualifications & Experience:

Bachelor's degree in Mechanical/Automobile Engineering or equivalent. MBA preferred (Operations/Marketing). 10-15 years of experience in the automobile service industry, with at least 5 years in a managerial role. Experience with [brand name(s)] dealerships or OEM service management will be an advantage.

Salary Range:

[To be specified based on company policy]

Job Types: Full-time, Permanent

Pay: ₹70,000.00 - ₹100,000.00 per year

Benefits:

Cell phone reimbursement Flexible schedule Provident Fund
Work Location: In person