Head of Technical Service Operations & Waranty

SUMMARY:
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POSITION INFO:

Purpose of Position:

The Head of TSO (Technical Service Operations) and Warranty is responsible for leading and managing the aftersales technical service operations and warranty management within the Group. This a critical role in the aftersales division and you will be responsible for delivering high-quality service, driving customer satisfaction, and ensuring profitable operations.

Requirements

• Bachelor’s degree in automotive engineering, mechanical engineering, or a related field.
• A postgraduate degree in a related field would be advantageous.
• Certifications in Project Management, like PMP (Project Management Professional) or any relevant automotive certification.

Experience

• A minimum of 10 years' experience in aftersales operations, with 5 years within the automotive industry.
• Possess extensive experience in technical service operations and warranty management within the automotive industry. This includes hands-on experience in managing service centres, overseeing warranty claims, and collaborating with engineering and manufacturing teams to address product issues.
• Proven experience in managing and improving customer service in a service centre environment.
• Experience in budgeting, financial forecasting, and managing operational costs.
• Demonstrate a strong understanding of warranty policies, regulations, and industry best practices. Experience in developing and implementing warranty management strategies, monitoring warranty claims, analysing data for trends, and implementing cost control measures.
• Experience in planning and executing projects, coordinating with different teams, and delivering results on time.
• Experience in working with vendors, negotiating contracts and managing service level agreements (SLAs).

Key duties and responsibilities

• Oversee the operations of the service department to ensure efficient and profitable operations. This includes managing service teams, facilities, tools, and equipment.
• Develop and implement strategies for improving service operations, customer satisfaction, and profitability.
• Establish and maintain quality standards for service operations. This involves regular audits of service centres, monitoring of service metrics, and implementation of continuous improvement initiatives.
• Coordinate the delivery of technical training for service staff. This ensures that service staff are up to date with the latest technical knowledge and skills.
• Ensure excellent customer service is delivered consistently across all service centres. This involves addressing customer complaints, resolving issues, and improving customer satisfaction scores.
• Analyze warranty data and trends to identify root causes of product failures and collaborate with relevant stakeholders to implement corrective actions.
• Implement warranty cost control measures, including fraud detection and prevention, to optimize warranty expenditures.
• Maintain strong relationships with OEMs (Original Equipment Manufacturers), suppliers, and other key stakeholders.
• Oversee the service operations budget, ensuring cost-effective operations while maintaining high-quality service.
• Ensure service operations comply with all relevant regulations, health and safety standards, and company policies.
• Recruit, develop, and mentor a high-performing team of technical service and warranty professionals, providing guidance, training, and performance feedback.

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