General Manager Service

The General Manager Service is responsible for the overall management of the service department of an automobile dealership, including workshop operations, customer satisfaction, revenue generation, and team development. This leadership role ensures smooth functioning of after-sales services.

Key Responsibilities:

1. Service Operations Management

• Lead day-to-day operations of the workshop and service reception.
  
• Ensure proper load management, bay utilization, and technician efficiency.
  
• Monitor job card opening, vehicle diagnosis, repair quality, and timely delivery.
  
• Ensure adherence to OEM Standard Operating Procedures (SOPs).
  

2. Customer Satisfaction (CSI)

• Drive customer satisfaction and retention by delivering high-quality service.
  
• Resolve customer complaints, escalations, and repeat job issues effectively.
  
• Implement proactive communication and follow-up systems with customers.
  
• Conduct regular customer feedback reviews and service clinics.
  

3. Business & Financial Management

• Prepare and manage service department budget, including cost control.
  
• Achieve monthly and annual revenue targets (labor, parts, accessories).
  
• Monitor key metrics: service absorption rate, parts-to-labor ratio, gross margins.
  
• Promote up-selling and cross-selling of value-added services and AMC packages.
  

4. Team Leadership & Training

• Manage and mentor a team of Service Advisors, Technicians, Floor Controllers, and Customer Support Staff.
  
• Conduct regular training, performance reviews, and team motivation initiatives.
  
• Collaborate with HR for recruitment and skill development.
  

5. Coordination with Other Departments

• Liaise with the Parts Manager for inventory management and parts availability.
  
• Work closely with the Sales and CRM teams to ensure a smooth customer lifecycle.
  

Preferred candidate profile

• Strong leadership and people management skills
  
• Excellent understanding of dealership operations and DMS systems (e.g., AutoSoft, Reynolds, etc.)
  
• High customer orientation and conflict resolution ability
  
• Analytical thinking and strong decision-making skills
  
• Proficiency in Microsoft Office and reporting tools