General Manager Service

Position: General Manager- Service (After Sales)

Location:Calicut
Salary: Asper Industry Standard
Experience: 10–20 years' experience in automotive after-sales/service management

Job Role Overview:
The General Manager – After Sales is the top leadership position responsible for the entire service ecosystem of the dealership including service workshops spare parts warranty customer care and technical support. The role ensures customer satisfaction operational efficiency and profitability of the after-sales business.

Key Responsibilities:

1. After-Sales Operations Management
- Overall control of workshops body shop and service centers
- Ensure smooth vehicle servicing workflow (job cards repair cycles delivery timelines)
- Improve productivity turnaround time and first-time fix rate
- Standardize service processes across all branches
2. Customer Satisfaction & Experience
- Drive high CSI (Customer Satisfaction Index) scores
- Handle escalated customer complaints and critical cases
- Ensure transparent communication service quality and timely delivery
- Build long-term customer retention and loyalty programs
3. Spare Parts & Inventory Management
- Manage spare parts availability and procurement
- Control inventory levels and reduce dead stock
- Ensure availability of genuine OEM parts
- Improve parts sales contribution and margins
4. Warranty & Technical Support
- Approve and monitor warranty claims
- Ensure compliance with manufacturer warranty policies
- Coordinate with OEM technical teams for complex repairs
- Implement recall/service campaigns when required
5. Financial Performance (P&L Ownership)
- Responsible for after-sales revenue profitability and cost control
- Set service and parts sales targets
- Monitor KPIs like:
- Service revenue per job card
- Labor utilization rate
- Parts turnover
- Workshop profitability
- Improve overall contribution of after-sales to dealership profits
6. Team Leadership & Development
- Lead service managers workshop managers advisors technicians and parts teams
- Train and upskill technical staff regularly
- Implement performance monitoring systems
- Build a strong service leadership pipeline
7. Process & Quality Improvement
- Implement OEM service standards (Mahindra guidelines in Eram Motors case)
- Ensure audit compliance and service quality checks
- Introduce digital tools (DMS service tracking systems)
- Continuously improve efficiency and customer experience

Key Skills Required:
- Strong automotive service and workshop management experience
- Deep knowledge of vehicle diagnostics repair systems and service operations
- Leadership of large teams across multiple branches
- Financial and business acumen (P&L management)
- Customer handling and conflict resolution skills
- Dealer management system (DMS) knowledge