General Manager(Service )- Thrissur- A Leading Automobile Dealership

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.

2. 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.

3. 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.

4. 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 clear accountability across branches.

5. 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.

6. 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.

7. 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.