Assistant General Manager (AGM) - Service Operations - Delhi

The Assistant General Manager (AGM) Service Operations will oversee the comprehensive service operations for Electric Vehicles (EVs), ensuring smooth and efficient functioning of after-sales service, repair, and maintenance departments. The AGM will be responsible for enhancing customer satisfaction by ensuring prompt and quality service, minimizing downtime, and implementing best practices in EV service operations. The role involves team leadership, customer engagement, and continuous improvement of service processes to meet the growing demands of the electric vehicle market.

Key Responsibilities:

Operational Management:

• Oversee daily service operations for electric vehicles, including repair, maintenance, and charging infrastructure support. o Ensure timely service and high-quality standards across service centers, mobile service units, and customer support teams. o Collaborate with CRM and R&D teams to ensure smooth integration of new EV models, updates, and software in service processes.
• Ensure all service operations are aligned with the companys EV technology, safety standards, and environmental regulations.

Team Leadership:

• Lead, mentor, and develop service teams, including technicians, customer support staff, and field engineers. o Conduct regular training sessions to ensure teams are well-versed in the latest EV technology, battery management, and diagnostic tools. o Monitor performance metrics, providing guidance and support to team members for continuous improvement.

Customer Relationship Management:

• Manage customer expectations by delivering excellent after-sales support, addressing escalated concerns, and ensuring high customer satisfaction.
• Develop and implement strategies to increase customer retention and loyalty through top-tier service delivery and proactive maintenance programs. o Oversee the management of service contracts, warranties, and any service-related agreements.

Strategy & Planning:

• Assist in formulating service operations strategies that meet the specific needs of the electric vehicle industry, including fast response times, reduced vehicle downtime, and optimal resource allocation. o Work closely with senior management to establish service goals, budgets, and key performance metrics.
• Analyze market trends and customer data to anticipate service demand and capacity needs, ensuring the service network is prepared for future growth.

Process Improvement:

• Identify and implement operational efficiencies, especially in areas such as EV diagnostics, battery health monitoring, and charging infrastructure.
• Promote continuous improvement through data-driven approaches, using Lean, Six Sigma, or other methodologies to optimize service processes and reduce operational costs.
• Ensure compliance with all relevant safety, environmental, and operational regulations, specifically in relation to high-voltage EV components.

Financial Management:

• Oversee budgeting and financial management for the service operations division, ensuring resource allocation aligns with service objectives and business goals. o Optimize the use of technology and resources to drive down costs while maintaining high standards of service delivery.
• Track service revenue and profitability, ensuring all service contracts, repairs, and warranties are executed in a cost-effective manner.

Key Requirements:

• Bachelors degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, Business Administration, or a related field.
• Experience:
• Minimum of 10 to 15 years of experience in automotive service operations, preferably in EV or hybrid vehicle environments, with at least 5 years in a managerial capacity.
• Proven experience in EV or automotive service management, customer support, and team leadership.
• Skills & Competencies:
• Deep understanding of EV technology, including battery management systems (BMS), powertrain systems, diagnostics, and charging infrastructure. o Strong leadership and people management skills, with the ability to inspire and motivate teams.
• Excellent customer relationship management and service delivery expertise, particularly in managing complex technical challenges. o Analytical and data-driven mindset with proficiency in process improvement methodologies (e.g., Lean, Six Sigma).
• Knowledge of financial management, budgeting, and resource planning specific to the automotive service industry.
• Up-to-date with the latest EV technology trends and regulatory requirements.