Service Head - After Sales - Automobile

Job Title: Service Head - After Sales (Automobile Industry) Location: Bengaluru, KA Experience Required: 15 - 20 Years Industry: Automobile 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. Key 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/PG Preferred. - 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.