Service Head - After Sales (Automobile)

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.

Your responsibilities will be across the following functions:

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.