About the role
We are seeking an experienced Service Head with a strong background in after-sales service operations within the automobile industry. The ideal candidate will lead service operations, enhance customer experience, and ensure high-quality service delivery. This is a strategic leadership role responsible for driving service excellence across company-owned stores, managing dealer networks, and optimising operational efficiency.
The candidate will have responsibilities across the following functions:
Service Operations and Customer Experience:
- Oversee after-sales service operations for multi-branded vehicles, ensuring high levels of customer satisfaction.
- Develop and implement strategies to improve service quality, Turnaround Time (TAT), and first-time fix rate.
- Ensure adherence to warranty policies, service protocols, and regulatory guidelines.
- Analyse customer feedback and service reports to drive continuous improvement initiatives.
Company-Owned Stores, Dealer and Service Network Management:
- Manage and expand the service network, ensuring optimal coverage in key regions.
- Conduct regular dealer and service centre audits to ensure compliance with company standards.
- Strengthen relationships with service partners to enhance efficiency and profitability.
Team Leadership and Training:
- Lead and mentor a team of service managers, technical experts, and field service engineers.
- Develop training programs to enhance the technical and customer service skills of service staff.
- Drive performance management and operational KPIs across the service team.
Business and Revenue Growth:
- Identify and execute opportunities for service revenue growth, including AMCs, extended warranties, and value-added services.
- Implement strategies to improve service vehicle inflow.
- Optimise cost management without compromising service quality.
- Collaborate with cross-functional teams (Sales, Marketing, Product Development) to align after-sales strategies with business objectives.
Compliance and Process Improvement:
- Ensure all service centres and workshops comply with health, safety, and environmental regulations.
- Leverage technology and digital tools to improve service tracking, reporting, and customer engagement.
- Implement best practices in service management and introduce new technologies where applicable.
Requirements:
- Experience: 15-20 years in after-sales service management within the automobile industry (Two-wheelers, Four-wheelers, or Commercial Vehicles).
- Education: Bachelor's degree in Engineering (Mechanical/Automobile) or equivalent.
- Travel: Willingness to travel 15 days per month.
Key Skills:
- Strong leadership and team management capabilities.
- Proven experience in dealer/service network management.
- Hands-on experience in customer service enhancement and process optimisation.
- Sound knowledge of warranty management, service revenue generation, and P& L ownership.
- Excellent communication and stakeholder management skills.