Head - Service/After Sales - Premium Vehicle Division

Purpose of the Role:

The Head of Service / After Sales will spearhead the entire after-sales business of the Premium Network which includes Premium Vehicle and Electric Vehicles with clear accountability for profitability, customer experience excellence, and service innovation across the network. As a core member of the leadership team, the role will focus on maximizing customer lifetime value, building scalable and standardized service processes, and driving continuous improvement in both product and service quality.

Key Responsibilities:

1. Business Growth & Profitability

- Improve service penetration levels, measured through service share.

- Drive service business growth across the dealership network.

- Create new revenue streams through value-added services, extended warranties, service packages, and digital offerings.

2. Customer Satisfaction & Experience

- Design and monitor robust measurement systems for NPS and other customer satisfaction indices.

- Ensure standardized service delivery across the entire network.

- Leverage digital platforms for customer engagement, transparency, and faster grievance redressal.

3. Product Enrichment & Quality

- NPD - Work with R&D and NPD teams on developing new product servicability, testing, FRT, manuals etc

- Drive continuous improvement in existing products and provide after-sales insights for new product development.

- Ensure timely resolution of Product Performance Feedback Reports (PPFRs).

- Strengthen warranty governance and reduce warranty cost through robust analysis and corrective actions.

4. Network Excellence & Dealer Development

- Enhance dealer workshop infrastructure, capacity planning, and productivity levels.

- Ensure compliance with service standards, CI (Corporate Identity) norms, and operational benchmarks across workshops.

- Strengthen secondary and alternate service channels (Alternate Service networks, doorstep service, Private garage mechanics) to widen reach and accessibility.

5. Digital & Process Transformation

- Lead digital innovation in service operations (AI innovation in service processes, predictive maintenance, connected vehicle services).

- Drive automation in service processes such as online booking, e-invoicing, and remote monitoring of workshop performance.

- Establish data-driven decision-making by integrating CRM, DMS, and telematics insights into after-sales strategy.

6. People & Capability Development

- Build a strong pipeline of skilled manpower across the network.

- Implement structured training, certification, and motivation frameworks.

- Control attrition by fostering an engaged, performance-driven culture.