Service Head - After Sales - Automobile

Role Overview: 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. 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.