The Assistant General Manager (AGM) of Service within Mahindra’s Last Mile Mobility (LMM) segment is a critical leadership role focused on the after-sales ecosystem for electric and combustion-powered small commercial vehicles (3-wheelers and small 4-wheelers like the Treo, Zor, and Jeeto).
The core of this role is transitioning traditional service models into the EV era while maintaining high uptime for commercial customers whose livelihoods depend on their vehicles.
Key Responsibilities1. Service Network & Infrastructure Management
- Expansion: Scaling the service touchpoints (dealerships and authorized service centers) specifically for the LMM segment across urban and rural markets.
- EV Readiness: Ensuring workshops are equipped with specialized EV diagnostic tools, charging infrastructure, and safety equipment for handling high-voltage battery systems.
- Standardization: Implementing Mahindra’s "With You Hamesha" service standards across all LMM points to ensure uniform customer experience.
2. Technical Support & Quality Assurance
- Root Cause Analysis (RCA): Collaborating with R&D and manufacturing teams to address recurring technical issues, particularly in battery management systems (BMS), motors, and controllers.
- Field Fixes: Rapidly deploying solutions for field failures to minimize vehicle downtime.
- Product Feedback: Acting as the bridge between the customer/dealer and the plant to improve future vehicle iterations based on real-world service data.
3. Parts & Revenue Management
- Spare Parts Availability: Managing the supply chain for spare parts to ensure high "Fill Rates" at dealerships.
- Service Revenue: Driving revenue through Annual Maintenance Contracts (AMC), extended warranties, and post-warranty service monetization.
- Inventory Control: Optimizing stock levels to balance availability with working capital constraints.
4. Training & Capability Building
- Technician Upskilling: Overseeing the training of dealer technicians, specifically shifting their expertise from mechanical (ICE) to mechatronic (EV) systems.
- Soft Skills: Ensuring service advisors are trained to handle the specific concerns of LMM customers (typically small business owners or independent drivers).
5. Customer Experience (CX) & Uptime
- Uptime Guarantee: Leading initiatives like "Breakdown Assistance" to ensure that commercial vehicles are back on the road within a committed timeframe (often 24–48 hours).
- NPS & CSI: Monitoring Net Promoter Scores (NPS) and Customer Satisfaction Index (CSI) to identify and close service gaps.
Required Profile
- Experience: Typically 12–18 years in Automotive Service, with at least 3–5 years in a regional or national leadership capacity.
- Domain Knowledge: Strong understanding of the LMM/SCV (Small Commercial Vehicle) market dynamics. Experience with Electric Vehicles (EVs) is increasingly a mandatory requirement for this segment.
- Education: B.E./B.Tech in Mechanical or Automobile Engineering; an MBA in Operations or Marketing is often preferred.
- Key Skills: Data analytics (for service trends), dealer management, crisis management, and a customer-centric mindset.
Key Performance Indicators (KPIs)
- Bay Productivity: Number of vehicles serviced per bay.
- First-Time Right (FTR): Percentage of vehicles repaired correctly on the first visit.
- Zero-Debt Inventory: Minimizing aging of spare parts at dealer points.
- Service Market Share: Percentage of "Live" vehicles returning to authorized workshops for service.
Pay: ₹40,000.00 - ₹50,000.00 per month
Benefits:
- Commuter assistance
- Leave encashment
- Provident Fund
Work Location: In person
