General Manager Service

Mercedes-Benz India Pvt. Ltd.; Pune District; On-site; INR 2,600,000 - 3,800,000; Full time

Job summary

Mercedes-Benz India Pvt. Ltd. is seeking an HOD – Head of the Department of dealership. The role entails forming strategies, policies and objectives to achieve annual targets and improve overall dealership performance in India. You will lead with a focus on efficiency, customer satisfaction and brand integrity.

You will consult with the GM and After-Sales to ensure strategic and operational goals are met, while implementing retail processes and maintaining a high level of service excellence.

Qualifications

• Degree in automotive field is required as stated in the ad.
• Master/Postgraduate in business administration is desirable.
• Experience handling dealership-level strategy and operations.

Responsibilities

• Formulate strategies, policies and broad objectives for the dealership.
• Achieve defined annual targets for Mercedes-Benz India.
• Increase dealership efficiency and ensure business success.
• Consult with GM and After-Sales to meet strategic and operational goals.
• Implement retail processes within the dealership.
• Maintain high customer satisfaction and positive brand image.

Skills

Balanced scorecard

SWOT analysis

Service and parts levers

Marketing cycle

Legal knowledge

Latest IT in aftersales

Education

Bachelor Degree in Automotive/Mechanical Engineering

Master’s/Diploma in Business Administration

Tools

MS Office

DMS (order system)

Job description

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

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

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

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

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

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

Technical background

• You have fair knowledge on Mercedes-Benzproducts.
• You can apply methods and tools for focusing andmanaging a company (such as balanced scorecard).
• You understand methods and tools for corporateand market analyses (e.g. SWOT).
• You have depth knowledge about the basic keyfigures and levers in Service and Pars (marginal costing)
• You have a good background inmarketing methods (marketing cycle, marketing mix).
• You have basic legal knowledge (e.g. warranty,contract, and data protection).
• You are updated with latest technology in aftersales business of dealerships

Process and organizational knowledge

• You know the service and logistic process.
• You have a fair knowledge on financial planningand controlling process.
• You know the processes and interfaces ofassociated departments and contact persons (sales, finance and humanresources).
• You know the relationships between structures,processes, quality and customer satisfaction and business success.
• You are familiar with statutory requirements atafter sales workshop.

IT background

• You have knowledge about current softwareapplications (e.g. MS Office). Youknow the order system specific to your company and country (e.g. DMS)
• You are updated with latest technologicalchanges in IT, after sales.

Skills

Skills in customerand supplier contact:

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

• You are extremely loyal towards brand and showintegrity.
• You are honest and genuine towards customers andsuppliers. You are polite and treat people andtalk to them with respect, You can convince customers andsuppliers.
• Y ou are reliable, and keep commitments.

Organizationalcompetence : You have the ability to put in place structured processes andensure a high level of quality in dealership as well as to create a sense ofawareness about this.

• You implement decisions effectively and achieveagreed objectives.
• You set high standards of quality, ensure theirsustainability vis a vis colleagues andemployees, as well as maintaining these standards yourself.
• You use interfaces and exchange experiencesactively and across divisions.
• You communicate processes clearly to othersinvolved.
• You are open to new solutions or processoptimizations.

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

• You act according to ethical standards, acceptresponsibility and are an example of integrity and company values.
• You actively assume managerial responsibility,largely stay out of operational processes and promote managerial responsibilityof reporting managerial staff.
• You recognize good performance and act justly inthis regard.
• You provide criticism in an appropriate manner,explaining your decisions, and you are consistent in your response toinappropriate behavior or deficient performance.
• You provide information on strategic goals, keyfigures, current trends and change processes and use this information forem anaging employees and management.
• You clearly communicate expectations and settargets based on quantitative and qualitative objectives.
• You expect top performance and support itsattainment, you conduct staff development and systematically generatesuccessors or responsible deputies/representatives

Business skills : Youhave the ability to plan and set out future-directed strategic and operationalgoals for the long run, as well as ensure profitability of service andlogistics at all times.

• You provide employees direction with vision,strategy and objectives.
• You actively generate ideas for formingstrategic and operational goals.
• You are a driver of innovation, change andongoing improvement.
• You have a distinct long-term vision and keensense for market trends.
• You recognize and consider changing demands, youcan derive targets from key figures and you can realign the service andlogistics areas accordingly.
• You pay attention to the operative utilizationof capacity in the dealership (such as in the workshop and inventory).
• You initiate and actively manage new customeracquisitions.

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

• You show excellent management skills.
• You have the ability to build teamwork and canmotivate your colleagues.
• You act in accordance with the needs of the market and customers.
• You are open to change and can accept it and arealso yourself a active motor for change when necessary.
• You show self-initiative and adapt your actionsto altered general constraints.You show flexibility in new or unusualsituations and tasks.
• You are inherently active, have the will topersevere and are able to make decisions. You demonstrate a convincing desirefor performance and success.

Requirements

Qualification & Experience:

• Bachlore Degree in Automotive / MechanicalEngineering.
• Master’s/Diploma in Business administration 15-20 years of professionalexperience in automotive After-Sales fie