Key Responsibilities

1. Multi-Branch Service Operations

- Oversee service operations across 23 dealership branches, ensuring consistent operational standards and service quality.

- Monitor daily workshop operations, vehicle throughput, technician productivity, bay utilisation, and turnaround time.

- Ensure adherence to OEM service standards, operating procedures, warranty policies, and safety guidelines.

- Conduct regular branch visits and performance reviews to identify operational gaps and implement corrective actions.

1. Business Growth & Profitability

- Develop and execute strategies to increase service revenue and aftersales profitability across all branches.

- Drive revenue from periodic maintenance, mechanical repairs, accident repairs, bodyshop and paintshop, extended warranty, and value-added services, as applicable.

- Monitor labour revenue, spare parts sales, service absorption, gross margins, and operating costs.

- Identify opportunities to improve customer-pay business, repeat service visits, and revenue per vehicle.

1. Customer Experience & Retention

- Improve customer satisfaction, customer retention, and service quality across all locations.

- Monitor customer feedback, complaints, escalations, and service-related issues.

- Establish processes for timely complaint resolution and follow-up with customers.

- Drive initiatives to improve repeat visits, customer loyalty, and customer satisfaction scores.

1. Team Leadership & Development

- Lead and develop Service Managers, Workshop Managers, Service Advisors, Floor Supervisors,



Technicians, and other service personnel.

- Define performance targets and KPIs for branch-level service teams.

- Identify training needs and ensure technical and behavioural capability development.

- Build a performance-oriented culture with explicit accountability across branches.

1. Workshop Productivity & Process Improvement

- Monitor technician efficiency, productivity, labour utilisation, vehicle turnaround time, and first-time-fix rates.

- Ensure optimal utilisation of workshop infrastructure, manpower, tools, and equipment.

- Implement standard operating procedures and performance dashboards across branches.

- Reduce rework, repeat repairs, customer complaints, and operational wastage.

1. Warranty, Bodyshop & OEM Coordination

- Ensure timely warranty claim submission, settlement, and compliance with OEM guidelines.

- Coordinate with OEM regional teams on service performance, audits, technical issues, and customer satisfaction initiatives.

- Oversee bodyshop and accident repair operations wherever applicable.

- Ensure compliance with dealership audits, technical standards, and statutory safety requirements.

1. Financial & Performance Management

- Prepare annual budgets, monthly business plans, and branch-wise revenue targets.

- Review service profitability, expenses, manpower costs, and branch performance.

- Analyse MIS reports and implement action plans for underperforming locations.

- Present periodic business reviews and improvement plans to senior management.

📌 GM-Service- For a reputed Automobile Dealership (Kochi)
🏢 Populux HR
📍 Kochi