Service Head – After Sales

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.

Requirements

Key Requirements

- Experience: 15–20 years in after-sales service management within the
automobile industry (Two-wheelers, Four-wheelers, or Passenger 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.