Agm Service

5 days ago

Sewri Mumbai Maharashtra, India Deep HR Services Full time

**Full job description**

The **Assistant General Manager - Service** will play a critical leadership role in driving operational excellence across the service department. This role demands a strategic thinker with strong technical knowledge, people management skills, and customer-centric focus to enhance service efficiency, customer satisfaction, and profitability.

**Key Responsibilities**:

- **Service Operations Management**:

- Oversee day-to-day service operations including workshop, bodyshop, field service, and express service bays.
- Ensure high productivity, quality workmanship, and adherence to Honda service standards.
- Optimize workshop loading, bay utilization, and turnaround times.
- **Team Leadership**:

- Lead and mentor Service Advisors, Technicians, Floor Supervisors, and support staff.
- Implement performance monitoring, daily reviews, and regular training to build a result-oriented team.
- Drive team motivation and discipline.
- **Customer Experience**:

- Ensure best-in-class customer service experience through transparent communication, prompt resolution of issues, and timely delivery.
- Handle escalated customer complaints and ensure 100% customer satisfaction index (CSI) targets are met.
- Promote service loyalty programs and follow-up processes.
- **Revenue & Profitability**:

- Achieve monthly and annual revenue targets across labour, parts, value-added services (VAS), and insurance.
- Monitor workshop expenses and ensure cost-effective operations.
- Drive service campaigns, AMC, and upselling of additional services.
- **Process & Compliance**:

- Implement and audit SOPs, safety guidelines, Mahindra QMS norms, and statutory compliances.
- Ensure DMS usage, job card accuracy, and documentation control.
- Prepare and review daily MIS, KPI dashboards, and reports.
- **Coordination & Reporting**:

- Coordinate with Parts, Sales, CRM, and Technical teams for seamless customer experience.
- Submit regular reports to senior management with insights and action plans.

**Qualifications & Skills**:

- Graduate/Diploma in Automobile/Mechanical Engineering (preferred)
- 8-12 years of relevant experience in service operations in the automobile industry (preferably Honda)
- Strong leadership, communication, and conflict-resolution skills
- Proficiency in dealer management systems (DMS) and MS Office
- Customer-focused, performance-driven, and team-oriented

**Key Performance Indicators (KPIs)**:

- Monthly Retail Labour & Parts Revenue
- Bay & Technician Productivity
- Customer Satisfaction Index (CSI)
- Repeat Job Ratio
- Value-Added Services Penetration
- Complaint Resolution TAT
- Shield and RSA Sales
- Warranty Claim Efficiency

**Job Types**: Full-time, Permanent

Pay: ₹70,000.00 - ₹90,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus

**Experience**:

- AGM Service : 5 years (preferred)
- Workshop Management : 10 years (preferred)

Work Location: In person

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