Service Head (STU)

Service Head (STU)

Position

Industry:

Location:

Reports

Job Overview :

The Service Head (STU) will oversee the company's day-to-day service and maintenance functions within the State Transport Undertaking (STU) line of business at Traveltime. The STU is responsible for carrying out contracts with transport authorities by owning and operating diesel/CNG buses. This includes managing (workshops/depots), ensuring high-quality customer experience, optimizing operations, and driving business growth. The Service head will work closely with the CEO to develop and implement strategies to enhance performance, profitability, and customer satisfaction.

Key Responsibilities:

• Operational Leadership:

• Lead and manage all service/maintenance operations across depots/workshops.
• Develop and implement standard operating procedures (SOPs) for consistent service quality and increasing efficiency
• Monitor and improve workshop/depot efficiency, productivity, and turnaround times.

• Strategic Planning:

• Collaborate with the CEO and leadership team to develop long-term strategies and plans to improve service quality and efficiency.
• Identify opportunities for efficiencies and cost optimization.
• Spare part planning and forecasting
• Create a pool of vendors to ensure supply of good quality spares

• Team Management:

• Lead, train, and develop a team of service managers, workshop heads, and technical staff.
• Foster a performance-driven culture through KPIs and regular evaluations.

• Customer Satisfaction:

• Ensure delivery of high-quality customer service across all service points.
• Analyze client/driver feedback and improve processes accordingly.

• Financial Oversight:

• Track and improve service performance metrics such as manpower cost per km, maintenance cost per km, spare part consumption/km, lost km., penalties etc. (this is a representative list).

• Compliance & Safety:

• Ensure compliance with all legal, environmental, and safety regulations in the workshops/depots.
• Promote a culture of health, safety, and continuous improvement.

• Technology Integration:

• Oversee implementation of new technologies for diagnostics, scheduling, and analytics.
• Collaborate with the IT team to create dashboards to track service metrics and provide actionable insights

Key Skills & Competencies:

• Proven experience in service management within the automobile industry
• Strong leadership, organizational, and problem-solving skills
• Knowledge of automotive repair processes (buses) and depot management
• Excellent communication and interpersonal abilities
• Data-driven decision-making capability
• Familiarity with technology like ERP systems and maintenance management software

Qualifications/Experience:

• Bachelors degree in mechanical/automobile Engineering or a related field
• Minimum of 12-15 years experience in the automotive service sector, with at least 5 years in a senior leadership role.
• Experience of managing multiple depots/service centers
• Experience with OEMs like M&M, Tata Motors, Ashok Leyland, Eicher (illustrative list) will be preferred

Company Details