Job Purpose
The After-Sales Service Manager will oversee the complete service lifecycle of our 3-wheeler (L5 category) passenger and cargo vehicles. This role is responsible for driving workshop profitability, managing warranty claims, expanding the secondary service network (local mechanics/garage tie-ups), and ensuring high vehicle uptime to maintain customer and fleet-operator satisfaction.
Key Responsibilities
- Service & Workshop Operations: Oversee daily service operations across authorized dealerships and service centers. Monitor workshop productivity, repair quality, and turnaround time (TAT) to maximize vehicle uptime.
- Network Expansion & Support: Manage, audit, and support the dealership service network. Identify locations for new authorized service centers (ASCs) and implement uniform service processes.
- Warranty & Claims Management: Supervise the processing, verification, and settlement of technical warranty claims via internal portal systems, ensuring compliance with company policies and minimizing leakages.
- Spare Parts & Inventory Monitoring: Coordinate with the parts department and channel partners to ensure optimum availability of critical spares and lubricants, minimizing "Vehicle Off Road" (VOR) situations.
- Technical Complaint Resolution: Act as the ultimate escalation point for complex mechanical or electrical defects. Conduct root-cause analysis on recurring field failures and provide detailed feedback to the R&D/manufacturing teams.
- Training & Capability Building: Schedule and conduct regular technical training camps for dealership mechanics, service advisors, and local independent garages to upgrade their skills on L5 aggregates.
- Customer Retention & Service Camps: Drive customer-centric initiatives, including organizing local service camps, driver-owner meets, and post-service feedback analysis to ensure long-term brand loyalty.
- MIS & Profitability Reporting: Track and report key departmental performance indicators (KPIs) such as labor revenue, spare parts liquidation margins, warranty costs, and customer satisfaction scores (CSI).
Key Performance Indicators (KPIs)
- Vehicle Turnaround Time (TAT): Percentage of vehicles serviced and released within the standard target time.
- Spare Parts Sufficiency: Maintaining parts availability above 90% across nodes.
- Warranty Cost Control: Keeping warranty expenses within approved budgetary limits.
- Dealer Service Score: Improvement in dealership compliance audits and customer feedback scores.
Required Qualifications & Experience
- Education: B.E. / B.Tech or Diploma in Mechanical / Automobile Engineering.
- Experience: 5 to 8 years of solid experience in automotive service operations, with at least 3 years explicitly within the 3-wheeler (LCV) or commercial vehicle sector.
- Technical Skills: Deep familiarity with 3-wheeler engine aggregates, electrical systems, and digital diagnostic tools. Understanding of online warranty management systems and inventory software is essential.
- Soft Skills: Strong leadership, crisis management for handling escalated driver/fleet operator complaints, and clear communication in English, Hindi, and regional languages (depending on territory assignment).
Pay: ₹50,000.00 - ₹80,000.00 per month
Work Location: In person
