Job Description

Role & responsibilities Service Strategic Planning Developing Service Strategies - Aligning service goals with overall business objectives. Setting Service Standards - Establishing quality, safety, and customer satisfaction benchmarks. Operational Management Service Network Management - Overseeing dealerships, service centers, and workshops. Workshop Operations - Managing workshop efficiency, productivity, and quality. Field & Technical Support - Providing guidance on technical issues to service teams. Warranty and Claims Management - Administering warranty policies and handling claims. Customer Focus Customer Satisfaction - Ensuring high customer satisfaction through effective service delivery. Complaint Resolution - Addressing and resolving customer complaints. Customer Feedback - Collecting and analyzing customer feedback to improve services. Training and Development Technician Training - Developing and implementing training programs for service technicians. Service Advisor Training Implementing Training for service team on customer handling, sales, and service procedures. Dealer Training - Organizing training sessions for dealerships on service processes and procedures. Quality and Compliance Quality Assurance - Ensuring service quality meets company standards. Compliance Management - Ensuring adherence to regulatory requirements, industry standards, and Company policies. Financial Management Budgeting and Forecasting - Managing service department budgets and forecasting revenue. Cost Control - Controlling costs related to service operations, warranty claims, and training. Reporting and Analysis Performance Metrics - Tracking and analyzing key performance indicators (KPIs) like customer satisfaction, service quality, and workshop efficiency. Reports: Providing regular reports to HQ management on service performance, customer feedback, and areas for improvement. Collaboration and Communication Interdepartmental Collaboration - Working closely with sales, marketing, and product development, Purchase, Production, Legal teams. Dealer and Service Centre Communication - Communicating effectively with dealerships and service centers to ensure alignment and effective service delivery. Other Responsibilities Process Improvement: Continuously identifying areas for process improvement and implementing changes. Audits and Inspections: Conducting regular audits and inspections to ensure compliance with Company standards and regulatory requirements. Preferred candidate profile Candidate having minimum 10 years of experience in After Sales Service from automobile industry specially of four wheeler company. EV passenger vehicle experience will be given preference. Perks and benefits