General Manager Service

Job Summary:

As an HOD – Head of the Department of dealership, you are the supreme authority of dealership and are fully responsible for overall functioning and administration of the organization.

You are the one who, formulate strategies, policies and broad objectives of the dealership to achieve defined annual Target by the Mercedes-Benz India.

You are responsible to increase efficiency of the dealership and consistently strive for the success of the business.

You consult with the GM and After- Sales and ensure that strategic and operational goals are met and that the derived measures are implemented.

In addition to target, you are responsible for all retail process implementation within the dealership.

You are responsible for to maintain a constantly high customer satisfaction level as well as a positive brand image.

Technical background

• You have fair knowledge on Mercedes-Benz products.

• You can apply methods and tools for focusing and managing a company (such as balanced scorecard).

• You understand methods and tools for corporate and market analyses (e.g. SWOT).

• You have depth knowledge about the basic key figures and levers in Service and Pars (marginal costing)

• You have a good background in marketing methods (marketing cycle, marketing mix).

• You have basic legal knowledge (e.g. warranty, contract, and data protection).

• You are updated with latest technology in after sales business of dealerships

Process and organizational knowledge

• You know the service and logistic process.

• You have a fair knowledge on financial planning and controlling process.

• You know the processes and interfaces of associated departments and contact persons (sales, finance and human resources).

• You know the relationships between structures, processes, quality and customer satisfaction and business success.

• You are familiar with statutory requirements at after sales workshop.

IT background

• You have knowledge about current software applications (e.g. MS Office). You know the order system specific to your company and country (e.g. DMS)

• You are updated with latest technological changes in IT, after sales.

Skills

Skills in customer and supplier contact:

Being the representative of the organization you have the ability to create and maintain customer and supplier relationships.

• You are extremely loyal towards brand and show integrity.

• You are honest and genuine towards customers and suppliers. You are polite and treat people and talk to them with respect, You can convince customers and suppliers.

• You are reliable, and keep commitments.

Organizational competence : You have the ability to put in place structured processes and ensure a high level of quality in dealership as well as to create a sense of awareness about this.

• You implement decisions effectively and achieve agreed objectives.

• You set high standards of quality, ensure their sustainability vis a vis colleagues and employees, as well as maintaining these standards yourself.

• You use interfaces and exchange experiences actively and across divisions.

• You communicate processes clearly to others involved.

• You are open to new solutions or process optimizations.

Leadership skills: You have the ability to manage in a way geared to employees, tasks and goals.

•You act according to ethical standards, accept responsibility and are an example of integrity and company values.

•You actively assume managerial responsibility, largely stay out of operational processes and promote managerial responsibility of reporting managerial staff.

•You recognize good performance and act justly in this regard.

• You provide criticism in an appropriate manner, explaining your decisions, and you are consistent in your response to inappropriate behavior or deficient performance.

• You provide information on strategic goals, key figures, current trends and change processes and use this information for managing employees and management.

• You clearly communicate expectations and set targets based on quantitative and qualitative objectives.

• You expect top performance and support its attainment, you conduct staff development and systematically generate successors or responsible deputies/representatives

Business skills : You have the ability to plan and set out future-directed strategic and operational goals for the long run, as well as ensure profitability of service and logistics at all times.

• You provide employees direction with vision, strategy and objectives.

• You actively generate ideas for forming strategic and operational goals.

• You are a driver of innovation, change and ongoing improvement.

• You have a distinct long-term vision and keen sense for market trends.

• You recognize and consider changing demands, you can derive targets from key figures and you can realign the service and logistics areasaccordingly.

• You pay attention to the operative utilization of capacity in the dealership (such as in the workshop and inventory).

• You initiate and actively manage new customer acquisitions.

Interpersonal skills : You have the ability to plan and follow up on your thinking and actions according to corporate values, strategies and guidelines.

• You show excellent management skills.

• You have the ability to build teamwork and can motivate your colleagues.

• You act in accordance with the needs of the market and customers.

• You are open to change and can accept it and are also yourself an active motor for change when necessary.

• You show self-initiative and adapt your actions to altered general constraints.

• You show flexibility in new or unusual situations and tasks.

• You are inherently active, have the will to persevere and are able to make decisions. You demonstrate a convincing desire for performance and success.

Requirements

Qualification & Experience:

• Bachlore Degree in Automotive / Mechanical Engineering.

• Master's/Diploma in Business administration 15-20 years of professional experience in automotive After-Sales fie

Skills Required
balanced scorecard , Ms Office