Service Business Manager
Mahindra And Mahindra Limited
Work from Office
Full Time
Min. 3 yearsJob Description
Service Business Manager
Responsibilities & Key Deliverables
Key Responsibilities:
1. Customer Obsession
• Ensure Same Day Delivery (SDD), Time Estimate Adherence (TEA), and Final Approval Adherence (FAA) performance as per RO targets.
• Drive initiatives to enhance customer retention through proactive engagement and service experience improvement.
• Strengthen customer feedback mechanisms and ensure quick closure of customer concerns.
2. Service Operations Excellence
• Monitor and improve Free to Paid Service (FS/PS) ratio at dealerships to meet the 7-year retail target.
• Ensure adherence to standard service processes and enhance throughput across workshops.
• Guide dealerships in implementing process improvement actions based on performance analytics.
3. Digital Adoption
• Drive 100% implementation and usage of New DMS and Genie platforms across all dealerships.
• Promote digital-first operations to improve service transparency, efficiency, and customer convenience.
4. Profitability Management
• Monitor and improve Service PBT (Profit Before Tax) for the Top 3 dealerships per RO.
• Work closely with dealership management to optimize manpower productivity, parts margin, and service mix.
5. Business Expansion
o Achieve targets for key Service Programs and Allied Businesses, including: Shield (Extended Warranty) /RSA (Road Side Assistance)/Accessories from Workshop – Maximize conversion and revenue contribution.
6. Network Capability Development
• Identify skill and process gaps within dealership service teams and drive targeted capability-building initiatives.
• Support new dealer onboarding and readiness for service business operations.
Preferred Industries
Education Qualification
Diploma/Graduate/ Masters / Post Graduate
General Experience
3 +years and above
Experience Level
Mid LevelJob role
Job requirements
About company
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