Job Description

Service Head – 4W

Position Overview

The Service Head – 4W will lead and oversee the complete four-wheeler after-sales and service operations, ensuring high standards of technical excellence, customer satisfaction, workshop productivity, and business performance across the service network.

Key Responsibilities

• Lead and manage 4W service and workshop operations across assigned locations.
• Develop and implement service strategies to achieve revenue, productivity, customer satisfaction, and operational KPIs.
• Monitor workshop performance, technician productivity, service capacity, and turnaround time.
• Ensure high standards of repair quality, vehicle diagnosis, preventive maintenance, and customer service.
• Oversee warranty, technical claims, service campaigns, and OEM coordination.
• Develop and maintain strong relationships with OEMs and technical partners for technical support and issue resolution.
• Lead, coach, and develop service managers, technicians, advisors, and support teams.
• Monitor service costs, manpower utilization, spare parts consumption, and workshop profitability.
• Establish and maintain SOPs, safety standards, quality controls, and compliance requirements.
• Analyze service reports and KPIs to identify operational gaps and implement corrective actions.
• Drive initiatives to improve customer retention, repeat service, and overall after-sales experience.
• Support the expansion and standardization of the company's service network.

Qualification & Experience

• Bachelor’s degree in Automobile Engineering, Mechanical Engineering, or a related field; MBA/Management qualification is an advantage.
• 10+ years of relevant experience in four-wheeler automotive service/after-sales operations.
• Proven experience in service leadership, workshop management, and team handling.
• Strong understanding of automotive diagnostics, service processes, warranty, and OEM operations.
• Strong analytical, leadership, communication, and problem-solving skills.
• Ability to manage multiple service locations and drive performance through KPIs.