Service Head – After Sales

DriveX Mobility Private Limited; Bengaluru; Presencial; INR 3 500 000 - 6 000 000; Tempo integral

Resumo da oferta

DriveX Mobility Private Limited is seeking a seasoned Service Head to steer after-sales operations in the automobile sector from Bengaluru. The role emphasizes service excellence across company-owned stores and dealer networks, aiming to enhance customer experience and operational efficiency.

You will drive quality improvements, manage a large service team including managers, technicians, and field engineers, and oversee revenue growth through AMCs and extended warranties while ensuring safety

Qualificações

• 15–20 years in after-sales service management within the automobile industry.
• Bachelor's degree in Engineering (Mechanical/Automobile) or equivalent.
• Willingness to travel 15 days per month.

Responsabilidades

• Oversee after-sales service operations for multi-brand vehicles, ensuring high levels of customer satisfaction.
• Develop and implement strategies to improve service quality, Turnaround Time (TAT), and first-time fix rate.
• Manage company-owned stores and dealer/service networks; conduct audits to ensure standards.
• Lead and mentor service managers, technicians, and field service engineers; drive KPIs.
• Identify opportunities for service revenue growth (AMCs, extended warranties, value-added services).
• Ensure compliance with health, safety, and environmental regulations; leverage digital tools for tracking and reporting.

Conhecimentos

Leadership

Team management

Customer service excellence

Process optimization

Warranty management

P&L ownership

Stakeholder management

Formação académica

Bachelor's degree in Engineering (Mechanical/Automobile)

Descrição da oferta de emprego

Bangalore South, India

We are seeking an experienced Service Head with a strong background inafter-sales service operations within the automobile industry. The idealcandidate will lead service operations, enhance customer experience, and ensurehigh-quality service delivery. This is a strategic leadership role responsiblefor driving service excellence across company-owned stores, managing dealernetworks, and optimizing operational efficiency.

Key Responsibilities

1. Service Operations & Customer Experience

• Oversee after-sales service operationsfor 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 servicereports 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 centreaudits to ensure compliance with company standards.
  
• Strengthen relationships with servicepartners to enhance efficiency and profitability.
  
• Lead and mentor a team of servicemanagers, technical experts, and field service engineers.
  
• Develop training programs to enhance thetechnical and customer service skills of service staff.
  
• Drive performance management andoperational KPIs across the service team.
  

4. Business & Revenue Growth

• Identify and execute opportunities forservice revenue growth, including AMCs, extended warranties, andvalue-added services.
  
• Implement strategies to improve servicevehicle inflow.
  
• Optimize cost management withoutcompromising service quality.
  
• Collaborate with cross-functional teams(Sales, Marketing, Product Development) to align after-sales strategieswith business objectives.
  

5. Compliance & Process Improvement

• Ensure all service centres and workshopscomply with health, safety, and environmental regulations.
  
• Leverage technology and digital tools to improve service tracking, reporting, and customer engagement.
  
• Implement best practices in servicemanagement and introduce new technologies where applicable.
  

Requirements

• Experience: 15–20 years in after-sales service management within theautomobile industry (Two-wheelers, Four-wheelers, or Passenger Vehicles).
  
• Education: Bachelor's degree in Engineering (Mechanical/Automobile) orequivalent.
  
• Travel: Willingness to travel 15 days per month.
  

Key Skills

• Strong leadership and team managementcapabilities.
  
• Hands-on experience in customer serviceenhancement and process optimization.
  
• Sound knowledge of warranty management,service revenue generation, and P&L ownership.
  
• Excellent communication and stakeholdermanagement skills.