We are looking for an experienced and performance-driven Regional Service Head to oversee and manage after-sales service operations across multiple JCB dealership branches within the assigned region. The ideal candidate will be responsible for driving service excellence, improving machine uptime, enhancing customer satisfaction, ensuring operational efficiency, and achieving regional service revenue and profitability targets.
The successful candidate should possess strong leadership, technical expertise, and the ability to manage geographically dispersed service teams while maintaining JCB service standards.
Key Responsibilities
- Lead and manage service operations across multiple dealership branches within the assigned region.
- Achieve regional service revenue, labour sales, warranty, and profitability targets.
- Monitor and improve workshop productivity, technician utilisation, and service efficiency.
- Ensure timely execution of preventive maintenance, breakdown support, and field service activities.
- Drive customer satisfaction by ensuring prompt response and effective resolution of customer complaints.
- Monitor key service KPIs including machine uptime, turnaround time (TAT), first-time fix rate, warranty performance, and repeat repair reduction.
- Lead, mentor, and develop Branch Service Managers, Workshop Managers, Service Engineers, and Technicians.
- Conduct regular branch audits to ensure compliance with JCB service standards, SOPs, safety policies, and statutory regulations.
- Coordinate with OEM technical teams on product campaigns, technical escalations, warranty approvals, and service improvements.
- Oversee warranty claim processing and ensure timely submission and closure.
- Support the Spare Parts department to ensure availability of critical parts for faster service turnaround.
- Analyse regional service performance through MIS reports and implement continuous improvement initiatives.
- Develop annual service business plans and identify opportunities for increasing labour sales, Annual Maintenance Contracts (AMCs), and customer retention.
- Ensure optimum utilisation of manpower, workshop equipment, and service infrastructure.
- Conduct technical and behavioural training programmes to enhance team capability and performance.
Required Qualifications
- Bachelor's Degree in Mechanical Engineering, Automobile Engineering, or a related technical discipline.
- MBA or Postgraduate qualification in Operations or Business Management will be an added advantage.
Experience Required
- Minimum 10 years of overall experience in service operations within dealership or commercial equipment industries.
- Minimum 3 years of experience in the Commercial Vehicle, Construction Equipment, Heavy Equipment, Earthmoving Equipment, or Industrial Equipment sector in a leadership or regional service management role.
- Previous experience with JCB, Caterpillar, Tata Hitachi, Komatsu, CASE, Volvo CE, Hyundai Construction Equipment, Ashok Leyland, Tata Motors Commercial Vehicles, Eicher, or similar OEM dealerships will be preferred.
Pay: From ₹80,000.00 per year
Benefits:
- Cell phone reimbursement
- Paid sick time
- Paid time off
Work Location: In person
