General Manager - Service

1. Service (After Sales):

Develop and implement strategic after-sales service plans aligned with business goals.

Monitor and improve service quality, warranty cost, and customer satisfaction index (CSI).

Lead dealer service operations ensuring timely resolutions, preventive maintenance, and adherence to company standards.

Drive service campaigns, recalls, and technical upgrades across dealer network.

Analyze field failures, track recurring issues, and initiate corrective actions.

2. Technical Cell:

Lead the technical team in providing expert support to field service and dealership technicians.

Serve as the escalation point for unresolved technical issues from the field.

Work closely with R&D and manufacturing teams on quality feedback and product improvement.

Prepare and release technical service bulletins, diagnostic procedures, and troubleshooting guidelines.

Maintain a database of field issues, root causes, and resolution effectiveness.

3. Technical Training:

Design and implement technical training programs for dealership service teams and internal staff.

Ensure upskilling through periodic training sessions on new models, technologies, and service procedures.

Collaborate with Field team and training partners for curriculum development, certification, and assessments.

Establish training KPIs technician skill index, training coverage, training effectiveness.