Service Business Manager

Responsibilities & Key Deliverables

As a Service Business Manager at Mahindra & Mahindra Ltd, you will play a pivotal role in ensuring excellence in after-sales service across our automotive division. Your key responsibilities encompass the comprehensive analysis of technical complaints arising in the field, enabling swift identification and rectification of vehicle defects as well as overseeing the overhaul of aggregates to maintain performance standards.

You will be entrusted with managing internet-based warranty systems, facilitating seamless warranty claims processing to enhance customer satisfaction. Implementing and monitoring service processes at channel partners will be a core aspect of your role, ensuring adherence to company standards and efficient service delivery.

Further, driving the development and expansion of the secondary channel will be essential, along with providing insightful feedback on both company and competitor products to inform continuous improvement initiatives. You will lead training programs for service managers to elevate their technical and managerial competencies, thereby strengthening the service workforce.

Collaborating closely with strategic customers and channel partners, you will devise special service support mechanisms tailored to customer needs. Monitoring and ensuring timely execution of spare parts orders by all channel partners will be critical for maintaining optimum inventory levels and achieving sales targets.

A significant part of the role involves guiding channel partners in optimizing manpower, facilities, and equipment resources to maximize workshop profitability and operational efficiency. You will be responsible for generating accurate Management Information Systems (MIS) reports related to service activities, spare parts inventory, and service guarantees at dealership locations.

Regular monthly visits to Authorized Service Centres (ASCs) will allow you to assess performance metrics in coordination with ASC coordinators, contributing to sustained service excellence. Organizing monthly service camps and conducting direct outreach to customers to update M Response data will further enhance customer engagement and trust.

This role demands proactive communication, strategic planning, and a customer-centric mindset to drive continuous improvement in service delivery while supporting the overall business objectives of the Automotive Division.

Preferred Industries

Education Qualification

The ideal candidate will possess a strong engineering foundation, demonstrated by qualifications such as a Diploma in Engineering or a Bachelor of Engineering degree, with a preferred specialisation in Mechanical Engineering. These educational credentials are essential to provide a thorough understanding of vehicle mechanics and service technologies, enabling effective analysis and problem-solving in the automotive service domain.

Continuous learning and professional development in relevant technical fields are encouraged to stay abreast of evolving automotive technologies and service methodologies, thus maintaining a high standard of work quality and innovation.

General Experience

A minimum of five years of relevant experience in automotive service management or a related technical field is required for this role. Candidates should have a proven track record in supervising service operations, handling warranty processes, and managing service channel partnerships effectively.

Experience in coordinating technical service teams, conducting training, and maintaining customer satisfaction levels through prompt resolution of service issues will be highly advantageous. Familiarity with tools and systems used for service data management and inventory control is also desired to ensure operational efficiency.

Demonstrated ability to work collaboratively with cross-functional teams, including sales, technical support, and supply chain, will be instrumental in achieving departmental goals.

Critical Experience

The candidate must exhibit critical experience and competencies aligned with the Mahindra Leadership Competencies framework, vital for transformative leadership and business excellence. This includes being a change catalyst with an innovation-led transformation mindset and a strategic business orientation to anticipate and leverage emerging business opportunities.

Key leadership qualities include effective project management, a passion for quality, accountability for results, and the agility to adapt with discipline in a dynamic environment. A global mindset and risk-taking ability with responsibility are essential traits for navigating complex market conditions.

Competencies such as sustainability awareness, entrepreneurial engagement, stakeholder focus, and team development highlight the importance of leading with a triple bottom line sensitivity approach.

The ability to appreciate diversity, ensure customer sensitivity and delight, and maintain service orientation reflects a strong commitment to customer focus. Embracing a work culture that blends passion, energy, and fun while learning from failures fosters resilience and continuous growth.

These critical experiences collectively empower the Service Business Manager to drive impactful decisions and inspire teams towards achieving organisational and customer-centric objectives.

System Generated Core Skills

System Generated Secondary Skills