Sanghi Brothers

Position Overview:

- The Vice President of Service in the automobile industry is responsible for developing and executing strategies to enhance customer satisfaction, ensure efficient service operations, and drive profitability within the service division.

- This executive role demands leadership in building high-performing teams, ensuring adherence to brand standards, managing after-sales services, and leveraging emerging technologies to create a competitive edge.

Key Skills and Competencies:

- Leadership: Visionary leadership with strong decision-making and motivational abilities.

- Customer Focus: Deep understanding of customer needs and a commitment to delivering excellence.

- Financial Acumen: Ability to manage budgets and drive profitability in a competitive market.

- Analytical Thinking: Data-driven approach to solving problems and improving operations.

- Communication: Exceptional communication and interpersonal skills to engage stakeholders at all levels.

- Technical Knowledge: Strong understanding of automotive systems, trends, and servicing technologies.

Key Responsibilities:

Strategic Leadership:

- Develop and implement strategic plans to improve after-sales service quality, efficiency, and profitability.

- Align service operations with the company's long-term business objectives and market trends.

- Drive initiatives for customer retention and satisfaction, ensuring alignment with brand values.

Operations Management:

- Oversee daily operations of the service division, including workshops, service centers, and mobile service units.

- Monitor and optimize key performance indicators (KPIs) such as turnaround times, service revenue, and customer satisfaction scores (CSAT).

- Establish and enforce standard operating procedures (SOPs) to ensure consistent and high-quality service delivery.

Customer Experience Enhancement:

- Drive initiatives to elevate customer experience, including service innovations, personalized support, and digital touchpoints.

- Manage customer feedback channels and implement strategies to address issues proactively.

- Enhance loyalty programs to ensure repeat business and long-term customer engagement.

Team Development and Leadership:

- Recruit, train, and mentor high-performing service teams, including technicians, service advisors, and support staff.

- Foster a culture of continuous improvement, collaboration, and employee engagement.

- Ensure compliance with safety standards and create a safe, inclusive work environment.

Financial and Performance Accountability:

- Develop and manage the service division's budget, ensuring cost control and profitability.

- Explore opportunities to expand service revenue streams, including maintenance packages, extended warranties, and accessories.

- Drive efficient inventory and parts management to support operations without excess costs.

Technology and Innovation:

- Champion the adoption of advanced diagnostic tools, AI-driven analytics, and digital platforms to improve efficiency and customer engagement.

- Lead initiatives for integrating electric vehicle (EV) and connected car servicing expertise within the organization.

- Stay ahead of industry trends and implement solutions to maintain a competitive edge in service offerings.

Stakeholder Collaboration:

Collaborate with sales, marketing, and product teams to ensure seamless integration of service with other functions.

Build strong relationships with OEMs, suppliers, and business partners to optimize operations.

Represent the service division in executive meetings and contribute to company-wide strategic planning.