Location: Surat Gujarat
Industry: Automotive / Automotive Dealership
Experience: 10–15 Years
Function: Aftersales / Service Operations
Employment Type: Full-time
About the RoleWe are looking for an experienced and results-driven General Manager – Service to lead our complete aftersales operations across Service, Bodyshop, Parts, and Service CRM.
The role will be responsible for driving service excellence, customer satisfaction, operational efficiency, revenue growth, profitability, and overall aftersales performance. The ideal candidate will be a solid business leader with deep automotive aftersales experience and a proven track record of managing large, cross-functional teams.
Key Responsibilities• Lead and manage overall Service, Bodyshop and Parts operations.
• Drive aftersales revenue, profitability, productivity and customer retention.
• Set, cascade and monitor performance targets across all aftersales functions.
• Optimize workshop capacity, bay utilization, technician productivity and vehicle throughput.
• Ensure strong governance of warranty claims,



critical escalations and customer concerns.
• Drive CSI/NPS, complaint resolution and customer experience initiatives.
• Ensure compliance with OEM service processes, standards and audit requirements.
• Improve First Right Fix (FRFT), turnaround time and service quality.
• Drive Parts performance, including parts availability, fill rate, VOR/emergency orders and inventory management.
• Develop and coach Service, Bodyshop and Parts leadership teams.
• Strengthen manpower planning, workforce productivity, training and capability development.
• Identify opportunities to improve labour & parts revenue, accessories, VAS and other aftersales business enablers.
• Drive continuous improvement through data-driven performance management and process excellence.

Key Performance AreasThe role will be measured across:
• Customer Satisfaction – CSI & NPS
• Customer Complaint Resolution & TAT
• Service Revenue & Gross Profit

📌 General Manager Customer Service (Surat)
🏢 Nanavati Automobile Group
📍 Surat