Service General Manager – Roles & Responsibilities Automobile Dealership. Overall Service Department Management

- Take overall responsibility for the dealership's Service Department and workshop operations.
- Ensure achievement of monthly, quarterly and annual service targets.
- Plan and manage workshop capacity based on vehicle inflow.
- Ensure smooth coordination between Service, Parts, Bodyshop, CRM, Accounts and Sales departments.
- Ensure compliance with OEM/service standards and dealership policies.

2. Workshop Operations

- Monitor daily vehicle inflow, job allocation and vehicle movement.
- Ensure proper utilization of service bays and workshop manpower.
- Monitor job progress from vehicle reception to final delivery.
- Ensure vehicles are delivered within the committed delivery time.
- Monitor and reduce vehicle TAT and pending vehicles.
- Ensure proper handling of express, periodic maintenance and major repair jobs.

3. Service Revenue & Profitability

- Achieve monthly service revenue and gross profit targets.
- Monitor:
- Labour revenue
- Parts revenue
- Value-added services
- AMC
- Extended Warranty
- Insurance repairs
- Paid services
- Identify opportunities to increase workshop revenue.
- Control unnecessary expenses and improve service department profitability.

4. Customer Satisfaction & CSI

- Ensure excellent customer experience throughout the service process.
- Monitor CSI/customer satisfaction scores.
- Review customer feedback and complaints regularly.
- Personally handle critical and escalated customer complaints.
- Ensure timely resolution of customer concerns.
- Improve customer retention and repeat service visits.

5. Service Advisor Management

- Monitor the performance of Service Advisors.
- Ensure accurate job-card opening and complaint recording.
- Ensure proper vehicle inspection and estimation.
- Ensure additional jobs are communicated to customers and approvals are obtained.
- Monitor customer follow-ups and service reminders.
- Ensure proper explanation of invoices at the time of delivery.

6. Technician Management

- Ensure adequate technical manpower according to workshop requirements.




- Monitor technician productivity and efficiency.
- Allocate jobs according to technician skill and specialization.
- Identify skill gaps and arrange technical training.
- Monitor technician attendance, discipline and performance.
- Ensure technicians follow OEM repair procedures.

7. Quality Control

- Ensure quality repairs and first-time-right service.
- Monitor repeat repairs and repeat customer complaints.
- Ensure final inspection is completed before vehicle delivery.
- Identify recurring technical issues and take corrective action.
- Ensure proper road testing wherever required.

8. Parts Coordination

- Coordinate with the Parts Department for timely availability of spare parts.
- Monitor vehicles pending due to parts.
- Ensure critical and fast-moving parts are adequately planned.
- Minimize vehicle holding time due to parts non-availability.
- Monitor parts consumption and ensure proper coordination between Parts and Workshop.

9. Warranty Management

- Monitor warranty job processing and claims.
- Ensure proper documentation and timely submission of warranty claims.
- Monitor warranty claim rejection and take corrective action.
- Ensure technicians and advisors follow OEM warranty procedures.

10. Insurance & Bodyshop Coordination

- Coordinate with the Bodyshop/Insurance team for accident vehicles.
- Monitor insurance claim processing and vehicle movement.
- Ensure timely approval and repair of insurance vehicles.
- Monitor pending vehicles due to insurance approvals or documentation.

11. Customer Retention & Service Marketing

- Develop strategies to increase service customer retention.
- Monitor service due customers and follow-up activities.
- Promote periodic maintenance and preventive maintenance.




- Increase workshop vehicle inflow through service campaigns.
- Promote AMC, extended warranty, service packages and other value-added products.

12. Workshop Safety & Compliance

- Ensure compliance with OEM safety and workshop standards.
- Ensure proper use of PPE by technicians and workshop staff.
- Maintain workshop housekeeping and 5S standards.
- Ensure safe handling of tools, equipment, oils, batteries and hazardous materials.
- Ensure proper disposal of used oil, tyres, batteries and other workshop waste.

13. MIS & Performance Review

Review daily, weekly and monthly reports relating to:

- Vehicle inflow
- Vehicle delivery
- Service revenue
- Labour sales
- Parts sales
- Technician productivity
- Technician efficiency
- Workshop utilization
- TAT
- CSI
- Repeat repairs
- Customer complaints
- Warranty claims
- Insurance jobs
- Pending vehicles
- Customer retention

14. Team Leadership & Performance

- Set individual and departmental targets.
- Conduct regular performance review meetings.
- Identify underperforming employees and initiate corrective action.
- Recognize and motivate high-performing employees.
- Maintain discipline and qualified standards within the workshop.
- Develop a customer-focused and performance-oriented team.

15. OEM Coordination

- Coordinate with the OEM Regional/Area Service team.
- Ensure implementation of OEM circulars, campaigns and service initiatives.
- Ensure completion of mandatory OEM training and certifications.
- Participate in OEM audits and performance reviews.
- Take corrective action on audit observations.

16. Business Growth

- Identify opportunities to increase workshop market share.
- Improve customer-pay and paid-service business.
- Increase service retention from existing customers.
- Develop strategies for attracting out-of-warranty vehicles.
- Monitor competitor service activities and market trends.
- Work with management to achieve overall dealership service growth.

Pay: ₹50,000.00 - ₹70,000.00 per month

Benefits:

- Cell phone reimbursement
- Paid sick time
- Provident Fund

Work Location: In person

📌 Service General Manager (India)
🏢 Balaji Mahindra agencies and industries
📍 India