Full-time · Hyderabad West
General Manager – Service
Leads after-sales service operations for the new EV business.
The role
The General Manager – Service leads after-sales service operations for Mahavir Group's new electric vehicle (EV) business at Hyderabad West, building the workshop, service reception and customer-support functions for a business being set up from the ground up. Since after-sales service confidence weighs heavily on a customer's decision to buy into a new vehicle category, this role has a direct bearing on how the business retains and grows its customer base beyond the initial sale.
Responsibilities
- Set up and lead the service/workshop function for the new EV business, including manpower planning as volumes grow
- Own service quality, turnaround time and warranty compliance standards
- Lead and review the Service Manager and CRM Service function
- Ensure a consistently strong after-sales experience to build customer confidence in the new EV category
- Address escalated customer service concerns
- Report service performance, CSI scores and workshop metrics to the Business Head
Requirements
- Education: Graduate/Diploma in Automobile or Mechanical Engineering; MBA preferred.
- Experience: 10-15 years in automobile after-sales/service operations, with at least 3-5 years in a service leadership role. Prior EV service exposure is an advantage but not mandatory given the category is new to the market.
- Service operations management, workshop planning and manpower norms
- Warranty and service-quality management
- Customer satisfaction (CSI) management for after-sales
- Working knowledge of EV service basics (maintenance intervals, warranty structure, charging-related service needs) to guide the team