Service Head After Market -Automobile -Nepal

Job Description

Position Title: Service Head – After-Market Department: After-Sales Service Location: Nepal Reporting To: General Manager / CEO / Director – Aftermarket Industry: Automobile (Passenger/Commercial Vehicles) Position Summary: The Service Head – After-Market is responsible for leading and managing the entire after-sales service operations, including service centers, customer service, technical support, warranty management, parts, and service marketing. The role aims to ensure high levels of customer satisfaction, process efficiency, revenue growth from service operations, and strong team leadership. Key Responsibilities: 1. Service Operations Management Oversee day-to-day operations of service workshops and field service teams. Develop and implement standard operating procedures (SOPs) for service quality and efficiency. Ensure service readiness across all locations, including infrastructure, tools, and manpower. 2. Customer Satisfaction & Quality Drive high customer satisfaction (CSI) and Net Promoter Score (NPS). Resolve escalated customer complaints promptly and ensure root cause analysis and corrective action. Conduct regular audits and feedback surveys to enhance service experience. 3. Revenue & Business Development Achieve service revenue, profitability, and cost control targets. Promote value-added services such as AMC, Extended Warranty, and Service Packages. Implement strategies to increase workshop footfall and customer retention. 4. Parts & Inventory Management Coordinate with the parts department to ensure availability and timely supply of spare parts. Monitor inventory levels, aging stock, and minimize wastage. 5. Team Management & Training Lead, mentor, and train the service team including service advisors, technicians, and managers. Conduct performance reviews and implement KPIs for all service staff. Drive a customer-centric and performance-driven culture. 6. Warranty & Technical Support Ensure proper implementation of warranty policies and claims processing. Liaise with OEMs for technical updates, product improvements, and training needs. 7. MIS & Reporting Analyze service performance data and generate regular MIS reports for management. Provide actionable insights and suggest improvements based on data analytics. Key Requirements: Education: Bachelor's Degree in Mechanical/Automobile Engineering. MBA preferred. Experience: Minimum 10-15 years in after-sales service in the automobile industry with at least 5-7 years in a leadership role. Skills: Strong leadership and team management skills Technical knowledge of vehicles and service processes Customer relationship management Analytical thinking and problem-solving Familiarity with DMS/ERP tools and service software Show more Show less