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