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