Service Head - After Sales (Automobile Industry)

Location: Bengaluru, KA

Experience Required: 15 - 20 Years

Industry: Automobile / Pre-Owned Vehicle Retail

About DriveX:

DriveX is India's leading pre-owned two-wheeler platform, backed by TVS Motor Company. We are redefining the used vehicle ecosystem by building transparency, efficiency, and trust across retail, finance, and digital layers. Our goal is to make pre-owned mobility as seamless and dependable as buying new.

Job Summary:

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 optimizing operational efficiency.

Key Responsibilities:

1. Service Operations & 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.

2. Company-Owned Stores, Dealer & 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.

3. Team Leadership & 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.

4. Business & 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.

- Optimize cost management without compromising service quality.

- Collaborate with cross-functional teams (Sales, Marketing, Product Development) to align after-sales strategies with business objectives.

5. Compliance & 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.

Key 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 optimization.

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

- Excellent communication and stakeholder management skills.