General Manager Service - Automotive Workshop

The General Manager Service will be responsible for overseeing the overall service operations of the commercial vehicle service center, ensuring high standards of customer satisfaction, workshop efficiency, profitability, and compliance. This leadership role demands strategic thinking, team management, operational excellence, and a deep understanding of commercial vehicle servicing and customer needs.

Operational Management

·      Plan, organize, and control all activities of the service department to ensure efficient and profitable operations.

·      Implement SOPs for vehicle intake, diagnostics, repairs, delivery, and follow-up.

·      Monitor workshop productivity, job card flow, bay utilization, and turnaround times (TAT).

·      Optimize parts availability and inventory coordination with parts department.

Customer Experience

·      Ensure high levels of customer satisfaction through prompt service, clear communication, and resolution of complaints.

·      Develop and monitor systems for capturing customer feedback and improving service quality.

·      Oversee implementation of customer retention programs like service reminders, AMC renewals, etc.

Team Leadership

·      Lead, mentor, and manage the service team including service advisors, technicians, supervisors, and support staff.

·      Define KPIs for team members and monitor performance against benchmarks.

·      Conduct training and skill enhancement programs for technicians and advisors

Revenue & Profitability

·      Drive service revenue targets through increased throughput, value-added services, and upselling.

·      Monitor cost control parameters and ensure achievement of monthly profitability goals.

·      Analyze workshop reports, WIP (Work in Progress), and debtor aging to take corrective actions.

Compliance & Safety

·      Ensure adherence to manufacturer guidelines, warranty processes, and internal quality systems.

·      Maintain compliance with statutory norms related to workshop operations

·      Conduct regular audits and inspections to ensure hygiene, safety, and process adherence.

Preferred candidate profile

Experience

Education

Skills

·      Strong technical knowledge of commercial vehicle aggregates and diagnostic tools

·      Leadership and people management

·      Excellent communication and customer handling

·      Analytical mindset and problem-solving skills

·      Proficient in DMS (Dealer Management System) software

KPIs / Success Metrics

·      Customer Satisfaction Index (CSI)

·      Workshop revenue and profitability

·      Bay utilization and technician efficiency

·      TAT (Turnaround Time) compliance

·      Repeat repair percentage

·      Team productivity and retention