General Manager Customer Service

Location: Surat Gujarat

Industry: Automotive / Automotive Dealership

Experience: 10–15 Years

Function: Aftersales / Service Operations

Employment Type: Full-time

About the Role

We are looking for an experienced and results-driven General Manager – Service to lead our complete aftersales operations across Service, Bodyshop, Parts, and Service CRM.

The role will be responsible for driving service excellence, customer satisfaction, operational efficiency, revenue growth, profitability, and overall aftersales performance. The ideal candidate will be a strong business leader with deep automotive aftersales experience and a proven track record of managing large, cross-functional teams.

Key Responsibilities

• Lead and manage overall Service, Bodyshop and Parts operations.
• Drive aftersales revenue, profitability, productivity and customer retention.
• Set, cascade and monitor performance targets across all aftersales functions.
• Optimize workshop capacity, bay utilization, technician productivity and vehicle throughput.
• Ensure strong governance of warranty claims, critical escalations and customer concerns.
• Drive CSI/NPS, complaint resolution and customer experience initiatives.
• Ensure compliance with OEM service processes, standards and audit requirements.
• Improve First Right Fix (FRFT), turnaround time and service quality.
• Drive Parts performance, including parts availability, fill rate, VOR/emergency orders and inventory management.
• Develop and coach Service, Bodyshop and Parts leadership teams.
• Strengthen manpower planning, workforce productivity, training and capability development.
• Identify opportunities to improve labour & parts revenue, accessories, VAS and other aftersales business enablers.
• Drive continuous improvement through data-driven performance management and process excellence.

Key Performance Areas

The role will be measured across:

• Customer Satisfaction – CSI & NPS
• Customer Complaint Resolution & TAT
• Service Revenue & Gross Profit
• Labour & Parts Revenue
• Workshop RO Volume & Revenue
• Bay & Technician Utilization
• Technician Productivity
• First Right Fix (FRFT)
• Repeat Repairs
• Warranty Claim Compliance
• Vehicle Turnaround Time
• Parts Fill Rate & Inventory Management
• Technician Skill Development & Certification
• Manpower Productivity & Retention

Candidate Profile

• Bachelor's degree in Mechanical / Automobile Engineering; Master's degree preferred.
• 10–15 years of progressive experience in automotive aftersales operations.
• Minimum 4 years in a senior managerial/leadership capacity.
• Experience in dealership management / automotive aftersales.
• Luxury automotive brand experience will be an advantage.
• Strong understanding of workshop operations, warranty processes and Dealer Management Systems (DMS).
• Proven track record of delivering service throughput, customer satisfaction, revenue and profitability targets.
• Strong experience in leading cross-functional teams across Service, Bodyshop and Parts.
• Excellent leadership, analytical, customer-centric and operational management skills.

What We're Looking For

We are looking for a leader who can combine customer centricity with commercial acumen, build high-performing teams, improve operational discipline, and deliver sustainable growth across the entire aftersales business.

If you are an accomplished automotive aftersales leader ready to take ownership of a large-scale Service operation, we would love to hear from you.

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