Head of Service Management

Position : Sr General Manager (Service)

Location : Kochi, KL

Experience : 12+ Years of experience in automobile service operations, with at least 5 years in a leadership or department head role.

Role Objective

Lead the regional service operations across Kerala to ensure outstanding customer experience, operational excellence, and profitability.

Key Responsibilities

• Develop and implement business plans, budgets, and departmental objectives for the Service Division.
• Ensure achievement of dealership service targets and maintain profitability through efficient cost management and service absorption.
• Supervise, coach, and evaluate service department personnel; ensure top-level technical competency across all workshops.
• Drive customer satisfaction and retention through proactive communication, complaint resolution, and follow-up systems.
• Analyze performance reports, identify gaps, and execute corrective actions to improve workshop KPIs.
• Maintain high standards in housekeeping, safety, and security ; ensure proper maintenance of tools, equipment, and infrastructure.
• Build a customer-centric culture and maintain strong relationships within the local industry and business community.
• Implement HR practices related to recruitment, training, incentives, and retention of service staff.

Skills Required

Cost Management, Customer Satisfaction