Service Business Manager

Responsibilities & Key Deliverables

• Thoroughly analyse technical complaints received from vehicles in the field, diagnosing issues to ensure accurate and efficient resolution.
• Overhaul vehicle aggregates and rectify defects, enhancing vehicle performance and customer satisfaction.
• Manage internet-based warranty systems, ensuring timely and accurate processing of warranty claims and customer reimbursements.
• Implement and monitor service processes at channel partners, ensuring adherence to company standards and service excellence.
• Drive the development and expansion of the secondary service channel to increase market reach and service accessibility.
• Provide constructive feedback on both Mahindra & Mahindra products and competitor offerings to inform product improvement and competitive strategies.
• Conduct training sessions and workshops for service managers to enhance technical skills, customer service, and operational efficiency.
• Collaborate with channel partners to develop and execute special service support programs tailored for strategic customers, fostering long-term relationships.
• Monitor and ensure execution of spare parts orders by all channel partners, maintaining optimal inventory levels to meet demand and achieve sales targets.
• Develop and manage a secondary network focused on spare parts sales, supporting revenue growth beyond primary channels.
• Advise channel partners on optimising manpower, facilities, and equipment to improve operational efficiency and cost-effectiveness.
• Ensure the profitability of workshops operated by channel partners by analysing financial performance and recommending improvements.
• Prepare and maintain Management Information Systems (MIS) reports related to service activities, providing insights for strategic decision-making.
• Oversee spare parts inventory management to reduce stockouts and excess inventory, enhancing working capital utilisation.
• Manage service guarantee processes at dealerships, ensuring timely redressal of customer grievances and maintaining brand reputation.
• Conduct monthly visits to Authorized Service Centres (ASC) alongside ASC coordinators, reviewing performance metrics and identifying improvement opportunities.
• Organise and oversee monthly service camps to engage customers, promote servicing culture, and drive service revenue growth.
• Visit customers regularly to gather feedback and update 'M Response' data, strengthening customer relationships and service responsiveness.

Preferred Industries

Education Qualification

The ideal candidate will possess a diploma or bachelor's degree in engineering, specialising in mechanical engineering, ensuring a strong technical foundation.

Preferred qualifications include:

• Diploma in Engineering with a focus on mechanical systems relevant to automotive technologies.
• Bachelor of Engineering (BE/BTech) in Mechanical Engineering or related fields, providing comprehensive knowledge of automotive mechanics and systems.

Additional certifications or training in automotive service management, quality assurance, or customer service management will be considered advantageous.

Continuous professional development and willingness to pursue further education in emerging automotive technologies and service excellence methodologies are encouraged to stay ahead in this role.

General Experience

Applicants should have a minimum of five years of professional experience in the automotive service domain or a closely related field.

General experience requirements include:

• Hands-on experience with technical troubleshooting and repair within automotive workshops or service centres.
• Proven track record of managing service operations, including warranty handling, inventory management, and partner coordination.
• Experience in training and developing service teams or technical managers to foster skill enhancement and operational efficiency.
• Familiarity with service planning, dealer relationship management, and customer sensitivity to ensure high-quality service delivery.
• Demonstrated ability to implement process improvements and manage service workflows within a multi-channel context.

Experience in managing MIS reporting and handling spare parts logistics would be highly beneficial.

Critical Experience

Critical experience that strengthens candidacy for the Service Business Manager role includes:

• Expertise in automotive service management, specifically with strong capabilities in diagnosing technical vehicle complaints and implementing effective corrective actions.
• Hands-on involvement in maintaining robust internet-based warranty systems that streamline customer claims and enhance service turnaround times.
• Strategic experience in developing and managing secondary service and spare parts sales channels, contributing to business expansion and elevated customer reach.
• Proven ability to train and lead service managers, fostering a culture of continuous improvement, technical excellence, and customer-focused service delivery.
• Demonstrated success in collaborating with channel partners to optimize resources, drive profitability, and implement quality control measures.
• Competence in managing service guarantees and conducting regular dealership audits to uphold service standards and compliance.
• Experience conducting customer engagement through service camps and feedback mechanisms to continuously improve customer satisfaction metrics and service responsiveness.

This experience ensures alignment with Mahindra & Mahindra Ltd’s standards and enhances the candidate’s capacity to contribute effectively within the Automotive Division's Customer Care framework.

System Generated Core Skills

System Generated Secondary Skills