Position : Head Service

Department : After Sales & Service

Purpose of the Role : Responsible for managing the end to end after-sales division and profitability of the same.

Key Responsiblities :

• Develop strategy for the after sales business in line with business plan by taking inputs from the market and in line with the service capability,capacity and ORGANISATION after sales revenue goals.
• Develop short and long-term goals for the aftersales team.
• Responsible for the Labor revenue, Parts,Body Shop revenue and profitability.
• Define the targets for the each of the revenue generating verticals under after sales and ensure they are met.
• Increase the market share, after sales volumes, revenue and increase the profitability.
• Strategize and build new business development initiatives to reach the target assigned.
• Drive and implement standard after sales/ service processes for the team to follow and to ensure standard delivery.
• Understand and continuously research on the competitor after sales offerings and introduce new customer offerings for better service sales.
• Strengthen the service organization by continuously benchmarking against industry best practices.
• Drive process excellence and quality service to the customer.
• Define and drive metrices to track the effectiveness of the service /after sales support rendered to the customer.
• Gather the customer feedback to improve the service process and customer experience.
• Collaborate with the marketing team to attract more customers for after sales.
• Build plans and ensure their implementation to maintain the brand loyalty for servicing.
• Develop and invest in continuously training professionals in the after sales team.
• Foster and build the values of ORGANISATION.
• Build strong practices to ensure no unethical practices take place. 
• Participate and drive various organization wide initiatives.

Key performance indicators :

• Achieve (%) revenue target for the service segment
• Achieve (%) profitability for the service segment
• Reach Customer Satisfaction Score of (%)
• Maintain customer the retention of (%)
• Ensure (number) of training man days in team
• Ensure manpower attrition of no more than (%)
• Participate in (number) of organisation initiatives

Competencies :

• Technical - Knowledge ofend to end after sales process

                    Knowledge of Automotive Industry

• Behavorial  - Planning

                      Business Acumen

                      Communication Skills

                      Leadership skills

Qualification : Automobile Engineer

Experience : 18-20 yrs