Service Head

Role & responsibilities

• Setup and scale service operations across markets
• Ensure adherence to service SLAs, customer satisfaction and complaint resolution
• Monitor service centers, ensure SOP adherence, training, and infrastructure support
• Drive digitization in service operations CRM, diagnostics, parts ordering
• Lead spare parts availability, warranty cost control, and claims management
• Build and manage training programs for field service teams
• Support product teams with field feedback and data
• Drive cost efficiencies and KPI improvements across service vertical

Preferred candidate profile

• B.Tech./MTECH Mechanical or Automobile Engineering with 15+ years in automotive post-sales/service operations with minimum 5+ years in EV/3W/2W segment.
• Proven track record of managing pan-India service operations or large regional clusters.
• Experience in building service networks and managing authorized service centers (ASCs).
• Prior leadership in an OEM / automotive company with exposure to EVs is highly desirable.
• Strong understanding of vehicle diagnostics, field service, and CRM systems.
• Knowledge of IOT and electrical parts is highly recommended
• Experience of setting up of complete team and driving is a must

Key KPIs / Success Metrics

• Customer Metrics: NPS, Customer Retention Rate, Complaint TAT
• Operational Metrics: MTTR (Mean Time to Repair), FTFR (First Time Fix Rate), TAT (Turnaround Time)
• Cost Metrics: Warranty Cost per Unit, Cost per Repair
• Parts Metrics: Spare Part Fill Rate, Inventory TAT
• Network Health: ASC Coverage, Service Readiness for Launches, Training Completion Rate
• Setting up AMC vertical, spare parts and service booklets and its structure

Behavioral Competencies:

• Customer Centricity
• Execution Excellence
• Analytical Thinking
• Team Leadership
• Continuous Improvement Orientation
• Team building