Service Head (for After - Sales)

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.