Head of Service Management
5 days ago
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.
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