Service Head - After Sales (Automobile)

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.
Your responsibilities will be across the following functions:
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.

Experience
15-19 yrs