Assistant General Manager - Service

The Assistant General Manager – Service at Veer Mahindra 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 Mahindra 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 Mahindra)
• 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 Type: Full-time

Pay: ₹45,000.00 - ₹60,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule
• Health insurance
• Internet reimbursement
• Leave encashment
• Provident Fund

Supplemental Pay:

• Performance bonus
• Quarterly bonus

Work Location: In person