Service Head VinFast Dealership

Job Title:

Position Overview:

Service Head

Key Responsibilities:

Service Operations & Workshop Management

• Oversee the end-to-end operations of the workshop, bodyshop, and customer reception
  
• Ensure adherence to OEM processes, safety standards, and productivity benchmarks
  
• Monitor bay utilization, technician efficiency, job card turnaround time, and parts availability
  
• Ensure timely and accurate diagnostics, repairs, and service delivery for EVs and ICE vehicles
  

Customer Satisfaction & Relationship Management

• Drive high

  Customer Satisfaction Index (CSI)

  by ensuring quality service, prompt delivery, and proactive grievance resolution
• Supervise appointment handling, service feedback, and repeat job follow-ups
  
• Manage VIP customers, escalated cases, and goodwill approvals
  

Team Leadership & Development

• Lead and manage a team of Service Advisors, Technicians, Floor Supervisors, Warranty Coordinators, and CRM executives
  
• Conduct regular technical training, grooming, and performance assessments
  
• Instill a culture of discipline, accountability, safety, and continuous improvement
  

Revenue & Business Performance

• Achieve monthly targets for labour revenue, spare parts sales, AMC, insurance renewals, and value-added services
  
• Control operating costs and increase departmental profitability
  
• Develop and promote service packages, detailing solutions, EV maintenance plans, and accessories
  

OEM Coordination & Reporting

• Interface with

  VinFast India

  for warranty approvals, campaign rollouts, audit compliance, and service training
• Ensure DMS accuracy, warranty documentation, claim settlement, and reporting protocols are followed
  
• Submit daily/monthly MIS, CSI reports, technical feedback, and improvement plans
  

Skills & Competencies:

• In-depth knowledge of vehicle servicing, diagnostics, and workshop operations (EV experience preferred)
  
• Strong leadership, organizational, and communication skills
  
• Customer-first approach with a focus on process excellence
  
• Proficiency in DMS, CRM tools, and technical reporting
  
• Sound understanding of KPIs like Bay Utilization, FTR, TAT, RO value, and CSI
  

Preferred Background:

• Service experience with OEM dealerships like

  Maruti Suzuki, MG Motor, Hyundai, Tata, Toyota, or Honda

• Prior exposure to EV service readiness, safety, and tooling is a strong advantage
  
• Experience in managing premium or high-volume workshop operations preferred