Role Overview:

We are seeking an experienced Service Head with a strong background in after-sales service operations within the automobile industry. The ideal candidate will be responsible for leading service operations, enhancing customer experience, and ensuring high-quality service delivery. This role requires a strategic leader who can drive service excellence in company-owned stores, manage dealer networks, and optimize operational efficiency.

Service Operations and Customer Experience:

- Oversee multi-branded vehicles after-sales service operations, ensuring high levels of customer satisfaction.

- Develop and implement strategies to improve service quality, TAT (Turnaround Time), and first-time fix rate.

- Ensure adherence to warranty policies, service protocols, and regulatory guidelines.

- Analyse customer feedback and service reports to implement 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 for the service team.

Business and Revenue Growth:

- Identify and execute opportunities for service revenue growth, including AMCs and extended warranties, and implement strategies to improve service vehicle inflow and value-added services.

- Optimize cost management without compromising on service quality.

- Work closely with cross-functional teams (Sales, Marketing, and 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:

- Minimum 15-20 years in after-sales service management in the automobile industry (Two-wheelers, Four-wheelers, or Commercial Vehicles).

- Bachelor's degree in Engineering (Mechanical/Automobile) or equivalent.

- Should be ready to travel 15 days a month.

Skills:

- Strong leadership and team management skills.

- Proven experience in dealer/service network management.

- Hands-on experience in customer service enhancement and process optimization.

- Knowledge of warranty management, service revenue generation, and P&L ownership.

- Excellent communication and stakeholder management skills.