Key Responsibilities
Service Operations Management: Oversee truck service, maintenance, and repair operations across company and dealer workshops while enforcing SOPs and service standards.
Dealer Network Management: Monitor authorized dealer performance through audits and reviews, ensuring compliance with KPIs and brand requirements.
Principal Management: Act as the primary contact for the OEM (principal), conducting monthly reviews to highlight quality issues, review warranty trends, and ensure alignment with technical updates.
Fleet Customer Management: Serve as the escalation point for key fleet customers, managing their expectations regarding service timelines, costs, and vehicle uptime.
Service Contract Sales & Upselling: Identify opportunities to sell maintenance packages and service contracts to fleet customers to drive revenue and service penetration.
Reporting & Performance Management: Track and present KPIs such as turnaround time (TAT), first-time fix rates, and uptime to management and stakeholders.
24/7 Call Centre & Breakdown Rescue: Oversee 24/7 operations for breakdown assistance, ensuring fast response times and effective coordination of roadside rescue.
Team Leadership: Lead service managers, technicians, and call center staff while fostering a customer-centric culture.
Financial & Budget Control: Manage budgets to ensure profitability across service operations and monitor cost efficiency for warranty and breakdown expenses.
Parts & Safety: Coordinate critical parts availability and enforce health, safety, and environmental standards across all service points.
Full description
Qualifications & Requirements
Education: Bachelor’s degree in Mechanical or Automotive Engineering or a related field.
Experience: 15-20+ years in truck or commercial vehicle service operations.
Skills: Strong experience in managing fleet customers, service contracts, and upselling after-sales programs.
Additional Assets: Experience with 24/7 service or call center operations is considered an advantage.
Core Competencies: Strong leadership, communication, and business acumen