General Manager

Job Overview:

The General Manager Service is responsible for overseeing the complete aftersales operations across all dealership locations. This role ensures high levels of customer satisfaction, operational excellence, profitability, and full compliance with OEM service standards. The GM – Service will lead multiple workshops, drive service performance metrics, streamline processes, and support future business expansion.

Key Responsibilities:

1. Multi-Location Service Operations Management

• Lead and supervise service operations across all existing workshops and any upcoming locations.
  
• Ensure smooth functioning of workshop processes, job flow, productivity, efficiency, and turnaround times.
  
• Implement uniform standards and SOPs across all outlets to ensure consistency in service quality.
  

2. Customer Experience & OEM Score Improvement

• Drive improvement in NPS, CC/10K, CFR, and all key customer satisfaction parameters for both EV & ICE.
  
• Ensure timely closure of customer complaints and escalations with root-cause analysis and preventive actions.
  
• Monitor feedback, audits, and customer experience reports and implement corrective measures.
  

3. Team Leadership & Capability Development

• Manage and mentor Service Managers, Service Advisors, Floor Controllers, Technicians, CRM teams, and support staff.
  
• Identify skill gaps and plan continuous training, certifications, and performance reviews.
  
• Build a culture of discipline, accountability, and customer-first behaviour across all service teams.
  

4. OEM Coordination & Compliance

• Act as the primary point of contact for OEM service teams regarding processes, audits, warranty, and technical updates.
  
• Ensure 100% compliance with OEM guidelines, documentation, mandatory trainings, and reporting formats.
  
• Handle warranty approvals, claim audits, service campaigns, and field fixes.
  

5. Business & Financial Performance

• Achieve service revenue, parts sales, workshop throughput, and profitability targets across all locations.
  
• Monitor and improve KPIs such as:
  
• Productivity & efficiency
  
• Labor revenue
  
• Parts per RO
  
• VAS & AMC penetration
  
• Warranty claim accuracy
  
• Workshop capacity utilization
  
• Control expenses, optimize manpower, and ensure profitable operations.
  

6. Business Expansion & Infrastructure Readiness

• Support expansion into new markets with planning for infrastructure, manpower, tooling, and processes.
  
• Ensure workshops are audit-ready with required equipment, special tools, and facility standards.
  

7. Process Improvement & Quality Assurance

• Standardize best practices across all outlets and eliminate repeat repairs & escalations.
  
• Implement strong quality checks, diagnosis accuracy, and technical guidance to teams.
  
• Ensure safety, 5S, and compliance across all workshops.