Head of Service (Workshop & After-Sales)

Role Overview:

The Head of Service will oversee all aspects of the after-sales service business, including workshop operations, customer service, parts & spares, warranty, staff management, and cost control. This leadership role demands a mix of technical knowledge, people management, process orientation, customer focus, and commercial acumen.

Key Responsibilities:

1. Strategy & Planning:

  - Define and execute the service business plan in alignment with dealership/OEM targets.

  - Forecast demand, capacity planning, and resource allocation.

  - Analyze service performance metrics and drive improvements.

  - Develop pricing, discount, and campaign strategies for service jobs and accessories.

2. Workshop Operations:

  - Ensure smooth workflow in all service bays.

  - Monitor job cards, resource assignment, and work loading.

  - Minimize repair turnaround time (TAT) without compromising quality.

  - Manage workshop capacity utilization.

3. Quality, Warranty & Parts:

  - Ensure compliance with OEM/Car Brand warranty processes and audits.

  - Maintain service quality standards.

  - Oversee parts & spares inventory management.

  - Coordinate with the parts department to ensure availability and reduce shortages.

4. Customer Experience & Retention:

  - Ensure high service customer satisfaction (CSAT/CSI).

  - Handle customer escalations, warranty claims, feedback, and corrective actions.

  - Offer value-added service offerings.

  - Collaborate with sales and marketing teams to cross-sell accessories and extended warranty packages.

5. Team & Leadership:

  - Lead, motivate, and train service staff.

  - Build technical capabilities and upskill technicians.

  - Set clear goals, KPIs, performance reviews, and incentive programs.

  - Ensure adherence to safety, health, and environmental norms.

6. Cost & Financial Control:

  - Control operational expenses.

  - Monitor margins on labor, parts, and accessories.

  - Optimize resource utilization.

  - Implement cost-saving measures.

7. Compliance & Processes:

  - Ensure workshop compliance with all legal, safety, environmental, and OEM standards.

  - Standardize processes and drive continuous improvement initiatives.

Key Performance Indicators (KPIs):

- Service Revenue & Growth

- Productivity

- Turnaround Time (TAT)

- Customer Satisfaction

- Warranty Claim Ratio

- Parts Availability

- Cost Control

- Staff Attrition & Training