General Manager Service

Role Overview: As the General Manager Service, you will be responsible for overseeing the overall service operations of the commercial vehicle service center. Your main focus will be to ensure 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. Key Responsibilities: - 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. - 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. - 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. - 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. - 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. Qualifications Required: - Experience: You should have 10-15 years of experience in automotive service operations, with at least 5 years in a leadership role. Prior experience in commercial vehicles service is mandatory. - Education: Diploma or Degree in Automobile/Mechanical Engineering; MBA is a plus. - 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. (Note: There are no additional details of the company mentioned in the provided job description.),