General Manager

1. Overall Service Operations

• Manage day-to-day operations of all service departments, including workshop, service reception, CRM, warranty, body shop and spare parts coordination.
• Ensure smooth functioning of workshop activities and timely vehicle delivery.
• Monitor workshop capacity, manpower utilization and operational efficiency.
• Ensure compliance with OEM guidelines and dealership SOPs.

2. Business Growth & Revenue Generation

• Achieve monthly service revenue and labour revenue targets.
• Increase customer-pay jobs, paid services, accidental repairs and value-added services.
• Drive customer retention, repeat visits and service package sales.
• Identify opportunities to improve dealership service profitability.

3. Customer Satisfaction & Retention

• Ensure high levels of customer satisfaction and customer experience.
• Monitor customer complaints, escalations and resolution timelines.
• Review CSI scores, customer feedback and online reviews.
• Ensure proper follow-up with customers after vehicle servicing.

4. Workshop Productivity & Efficiency

• Monitor technician productivity, efficiency and bay utilization.
• Ensure proper job allocation and optimum manpower utilization.
• Control vehicle turnaround time (TAT).
• Reduce vehicle rework, repeat repairs and pending jobs.
• Ensure proper utilization of workshop equipment and infrastructure.

5. Manpower Management & Development

• Lead and guide Service Managers, Workshop Managers, Floor Supervisors and Service Advisors.
• Set individual targets and conduct periodic performance reviews.
• Identify training requirements and improve technical and customer-handling skills.
• Maintain discipline, attendance and employee engagement.

6. Quality Control & Process Compliance

• Ensure quality inspection before vehicle delivery.
• Implement preventive measures to reduce repeat complaints.
• Conduct regular process audits and workshop inspections.
• Ensure proper documentation, warranty claim processing and OEM compliance.

7. Financial & Cost Control

• Monitor departmental profitability, expenses and operating costs.
• Control consumables, manpower and operational expenses.
• Review outstanding payments, warranty claims and insurance claims.
• Ensure timely submission of MIS reports and financial data to management.