1. Job Purpose

To lead and manage the service operations of NBT Hyundai, ensuring high customer satisfaction, operational excellence, workshop productivity, revenue growth, profitability, and compliance with Hyundai Motor India Limited (HMIL) standards and dealership policies.
1. Key Responsibilities

A. Service Operations Management

- Oversee the day-to-day operations of the service department, including workshop activities, service reception, customer handling, and vehicle delivery.
- Ensure effective workshop utilization, bay productivity, technician efficiency, and optimum manpower deployment.
- Monitor repair quality, turnaround time (TAT), repeat repairs, and vehicle delivery commitments.
- Ensure adherence to Hyundai service processes, technical standards, warranty guidelines, and dealership operating procedures.
- Coordinate with parts, body shop, warranty, CRM, and other departments for smooth operations.

B. Customer Satisfaction and Retention

- Drive customer satisfaction, customer retention, and loyalty initiatives.
- Monitor customer feedback, complaints, escalations, and service quality indicators.
- Ensure timely resolution of customer grievances and maintain professional customer relationships.
- Improve customer retention through follow-up calls, service reminders, customer engagement, and proactive communication.
- Monitor customer satisfaction scores and implement corrective actions wherever required.

C. Business Growth and Profitability

- Achieve monthly and annual service revenue, labour sales, parts sales, and profitability targets.
- Develop strategies to increase customer-pay jobs, paid service retention, value-added services, and service package sales.
- Monitor average repair order value, labour absorption, revenue per vehicle, and other key business indicators.
- Identify opportunities to increase workshop throughput, customer inflow, and overall after-sales business.
- Prepare business forecasts, budgets, and action plans to achieve dealership objectives.

D. Team Leadership and Development

- Lead, motivate, and develop service managers, workshop managers, service advisors, technicians, and support staff.
- Set individual and departmental performance targets and conduct regular performance reviews.




- Identify training needs and ensure technical, customer service, and process training for employees.
- Promote accountability, teamwork, discipline, and a customer-first culture.
- Support recruitment, manpower planning, succession planning, and employee retention.

E. Quality Control and Process Compliance

- Ensure proper diagnosis, repair accuracy, and adherence to Hyundai technical procedures.
- Monitor repeat repairs, warranty claims, technical complaints, and service quality issues.
- Ensure compliance with warranty policies, audit requirements, safety standards, and environmental guidelines.
- Conduct periodic process audits and implement corrective and preventive actions.
- Maintain workshop cleanliness, equipment standards, and workplace safety.

F. Performance Monitoring and Reporting

- Review daily, weekly, and monthly service performance against targets.
- Analyse key performance indicators (KPIs), identify gaps, and implement improvement plans.
- Prepare management reports covering revenue, profitability, customer satisfaction, productivity, quality, and manpower performance.
- Conduct regular review meetings with departmental heads and report progress to senior management.
- Benchmark dealership performance against applicable Hyundai and internal business standards.

1. Key Performance Indicators (KPIs)

Performance will be evaluated based on the following parameters:
- Service revenue and profitability achievement.
- Labour sales and parts sales growth.
- Workshop productivity and technician efficiency.
- Workshop capacity utilization and vehicle throughput.
- Customer satisfaction and customer retention.
- Repeat repair rate and repair quality.
- Vehicle turnaround time and on-time delivery.
- Paid service retention and customer-pay job growth.
- Value-added service penetration and average repair order value.
- Employee productivity,



training compliance, and team performance.
- Compliance with Hyundai standards and dealership processes.

1. Educational Qualifications

- Graduate in any discipline; a degree or diploma in Automobile, Mechanical Engineering, or a related technical field is preferred.
- Management qualifications or relevant professional certifications will be an added advantage.

1. Experience

- Typically 8–12 years of experience in automobile after-sales or service operations, with relevant managerial experience.
- Experience in a Hyundai dealership or another authorized passenger vehicle dealership is preferred.
- Proven experience in managing workshop operations, customer satisfaction, service revenue, profitability, and team performance.

1. Required Skills and Competencies

- Strong leadership and people management skills.
- Excellent customer relationship and complaint-handling capabilities.
- Sound knowledge of automobile service operations and workshop management.
- Strong business acumen, financial understanding, and revenue management skills.
- Analytical and problem-solving abilities.
- Effective communication, negotiation, and decision-making skills.
- Proficiency in dealership management systems, MS Excel, and performance reporting.
- Ability to work under pressure and achieve business targets.

1. Key Working Relationships

- General Manager / Dealer Principal.
- Service Managers and Workshop Managers.
- Service Advisors and Technical Teams.
- Spare Parts, Warranty, CRM, and Body Shop Departments.
- Hyundai regional or area service representatives.
- Customers, fleet clients, and corporate accounts.

1. Expected Outcomes

The Assistant General Manager – Service is expected to build a profitable, efficient, quality-driven, and customer-focused service department at NBT Hyundai while strengthening customer loyalty, developing employees, and achieving the dealership's business objectives. Note: The responsibilities and KPIs may be modified according to NBT Hyundai's organizational structure, dealership size, and management requirements.

Pay: ₹40,000.00 - ₹55,000.00 per month

Experience

- same field: 8 years (Required)

Work Location: In person

📌 Assistant General Manager (Chacka)
🏢 NBT Hyundai
📍 Chacka