Service Business Manager

Mahindra And Mahindra Ltd.; Kamrup Metropolitan; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Mahindra & Mahindra Ltd. seeks an experienced Assistant Area Customer Care Manager to drive after-sales service growth and profitability across dealer networks in Assam. You will implement service campaigns, optimize workshop operations, and strengthen corporate/fleet relationships.

Responsibilities include analyzing service performance, expanding digital initiatives, and ensuring compliance with standards. A strong background in automotive after-sales and customer care is essential.

Qualifications

• 5+ years of demonstrated experience within automotive after-sales service, customer care, or related fields focusing on service business management.
• Experience in improving dealer workshop performance and driving service excellence initiatives.
• Experience in planning, executing, and monitoring service campaigns with digital initiatives.

Responsibilities

• Drive growth of service-related revenue streams including programmes, parts, consumables, and accessories.
• Enhance dealer efficiency and align workshop operations with business objectives.
• Design and execute customer engagement campaigns and digital initiatives.
• Build and maintain relationships with fleet and corporate accounts to expand after-sales offerings.
• Conduct market and channel analysis to support expansion and planning.

Skills

Customer Sensitivity

Service Orientation

Service Management

Education

Bachelor of Engineering (B.E./B.Tech) in Mechanical, Automotive, or related branches

Job description

Select how often (in days) to receive an alert:

• Drive overall growth of service-related revenue streams, including Service Programmes, Parts, Consumables, and Accessories.
• Implement strategic initiatives to maximize profitability across service operations.
• Ensure compliance with company policies, operational standards, and service quality requirements.

Dealer Efficiency & Profitability Improvement

• Enhance workshop efficiency through adherence to operational standards, including same-day delivery, accurate time and cost estimates, optimum bay utilization, and improved technician productivity.
• Analyze service performance data to identify operational inefficiencies and performance gaps.
• Develop and implement corrective action plans, while monitoring progress to achieve measurable improvements.
• Partner with dealer management teams to align workshop operations with business objectives and customer satisfaction goals.

Service Campaigns & Digital Initiatives Execution

• Support the design, execution, and continuous improvement of customer engagement and service campaigns.
• Drive adoption of digital initiatives within after-sales operations to improve customer experience and business performance.
• Collaborate with cross-functional teams to leverage technology for enhanced operational efficiency, customer reach, and service effectiveness.

Corporate & Fleet Business Development

• Build and maintain strong relationships with fleet customers, corporate accounts, and strategic partners.
• Ensure delivery of comprehensive after-sales support tailored to customer operational requirements.
• Identify opportunities to expand service offerings and strengthen long-term business partnerships.
• Enhance customer satisfaction and business growth through value-driven engagement.

Channel Expansion Analysis & Research

• Conduct detailed analysis of vehicle parc, competitor presence, market potential, and customer concentration within the assigned territory.
• Generate actionable insights and recommendations to support channel expansion and service network growth.
• Provide data-driven inputs to the channel team for strategic planning and market development initiatives.

Preferred Industries

Education Qualification

We seek professionals with a strong technical background and formal education in engineering disciplines relevant to the automotive industry. The ideal candidate should have one or more of the following qualifications:

• Bachelor of Engineering (B.E./B.Tech) in Mechanical, Automotive, or related branches.

Possession of these qualifications will ensure a solid foundation to understand the technical aspects of vehicle servicing and repair processes. Additional certifications or training in automotive service management, quality control, or related spheres will be considered advantageous.

Continual learning and development are encouraged to stay abreast of evolving technology and practices within the automotive service domain.

General Experience

The role requires a minimum of 5 years' demonstrated experience within automotive after-sales service, customer care, or related fields focusing on service business management. Experience should include progressive responsibilities contributing to service revenue growth, dealer network management, and implementation of service excellence initiatives.

Proven experience in facilitating workshop process improvements, managing service campaigns, and driving digital initiatives is essential. Prior engagement with corporate and fleet customers to understand and fulfil their after-sales requirements will be beneficial.

Experience in data-driven decision-making, performance analysis, and liaising with cross-functional teams to deliver business objectives will be important for excelling in this role. Candidates with hands-on knowledge in implementing operational efficiencies and customer-centric service solutions are highly preferred.

Critical Experience

The critical experiences that the candidate must bring to this role include:

• Service Business Growth: Proven track record of increasing service revenues specifically through successful management of service programmes, parts, consumables, and accessories sales.
• Dealer Network Management: Expertise in improving dealer workshop performance, driving adherence to operational processes, optimising resource utilisation, and enhancing technician productivity.
• Campaign & Digital Execution: Demonstrable success in planning, executing, and monitoring customer service campaigns complemented with digital initiatives aimed at driving customer engagement and service uptake.
• Strategic Relationship Building: Skilled at developing and sustaining partnerships with corporate and fleet customers, delivering customised after-sales support solutions.
• Market & Channel Analysis: Strong analytical abilities to assess vehicle parc, competitor footprint, and customer distribution to recommend effective channel expansion strategies.

Additionally, familiarity with automotive industry standards, regulatory compliance, and continuous improvement methodologies will be highly valued to achieve excellence in the Assistant Area Customer Care Manager role.

System Generated Core Skills

Customer Sensitivity

Service Orientation

Service Management

System Generated Secondary Skills

Consumer Focus

Dealer Relationship Management

Service Planning

Job Segment: Engineer, Automotive, Engineering