Service Manager

Job Description – General Manager ( MULTI BRAND CAR SERVICE )

Company: Ashva Motors LLP ( Acko Drive Service Centre)

Location: Bengaluru, Mahadevpura.

Department: Operations

Reports To: Managing Partners

Position SummaryThe General Manager will be responsible for the overall management and profitability of the ACKO Authorized Service Center. The role involves overseeing daily operations, customer experience, workshop productivity, financial performance, vendor coordination, statutory compliance, and team leadership to ensure smooth and efficient business operations.

• Key Responsibilities

1. Operations ManagementOversee day-to-day workshop operations.

• Ensure timely vehicle repair and delivery.
• Monitor workshop productivity and efficiency.
• Optimize manpower utilization.
• Ensure SOPs prescribed by ACKO are followed.

2. Customer ExperienceEnsure high customer satisfaction scores.

• Handle customer escalations professionally.
• Monitor turnaround time (TAT).
• Improve customer retention and repeat business.
• Ensure quality checks before vehicle delivery.

3. Financial ManagementAchieve monthly revenue and profitability targets.

• Monitor operational expenses.
• Approve purchases within delegated authority.
• Improve gross margins.
• Review daily sales and collection reports.
• Monitor receivables and outstanding payments.

4. Team ManagementLead workshop, front office, body shop, paint shop, and administration teams.

• Conduct daily review meetings.
• Set KPIs for department heads.
• Train and motivate employees.
• Evaluate staff performance.
• 5. Quality ControlMaintain ACKO quality standards.
• Monitor rework percentage.
• Ensure final inspection before delivery.
• Conduct periodic quality audits.

6. Vendor & Procurement ManagementCoordinate with spare parts vendors.

• Negotiate pricing where applicable.
• Ensure availability of consumables and tools.
• Monitor inventory levels.

7. ComplianceEnsure compliance with:

• Labour laws
• GST requirements
• Pollution Control Board norms
• Fire & Safety regulations
• Shops & Establishments requirements
• ACKO operational guidelines

8. Business DevelopmentBuild relationships with insurance surveyors.

• Coordinate with ACKO regional teams.
• Identify opportunities to improve revenue.
• Support marketing initiatives.
• Increase customer referrals.

9. ReportingPrepare and submit:

• Daily Business Report
• Weekly Operations Report
• Monthly Profit & Loss Review
• KPI Dashboard
• Workshop Productivity Report
• Customer Satisfaction Report
• Employee Performance Report
• Key Performance Indicators (KPIs)Monthly Revenue Achievement
• Gross Profit Margin
• Net Profit
• Workshop Productivity
• Vehicle Turnaround Time (TAT)
• Customer Satisfaction (CSAT/NPS)
• First-Time Right (FTR)
• Rework Percentage
• Parts Availability
• Employee Productivity
• Collection Efficiency
• Cost Control
• Team Attrition
• Safety Compliance