Regional Service Manager

Job Title / Role: Regional Service Manager

Department: Service (H)

Section: Service (WZROWR1) - West1

Position description:

To drive service business performance and customer satisfaction across the assigned zone by strengthening dealer service operations, improving service quality standards, enhancing dealer profitability, developing the service network, and ensuring achievement of key business and customer experience metrics.

Education Qualification: Bachelor's Degree in Mechanical Engineering / Automobile Engineering or equivalent MBA (preferred)

Required Experience: 14 - 18 Years

Role Description

The incumbent will be responsible for managing the zone's service operations and ensuring continuous improvement in customer experience, dealer profitability, and network performance.

Key responsibilities include:

• Drive Customer Satisfaction and NPS improvement across all channels.
• Reduce customer complaints and improve complaint resolution effectiveness.
• Lead initiatives to improve Online Reputation Management (ORM) performance.
• Provide product quality and serviceability feedback to Head Office.
• Handle critical customer and dealer escalations.
• Expand and strengthen dealer and secondary service networks.
• Improve workshop efficiency and service business growth.
• Ensure implementation of service SOPs and audit compliance.
• Improve dealer capability through structured training and coaching interventions.
• Monitor service KPIs and implement corrective action plans.
• Drive EV and ICE service readiness initiatives.
• Collaborate with cross-functional teams including Sales, Quality, Parts, and Finance.
• Benchmark competitor practices and implement best-in-class service processes.
• Lead continuous improvement initiatives using PDCA methodology.
• Support ESG and sustainability-related service initiatives.

Functional Competency

Service Operations Management

• Dealer Service Operations
• Workshop Management
• Service Revenue Enhancement
• Dealer Profitability Management

Customer Experience Management

• NPS Improvement
• Customer Escalation Handling
• Complaint Resolution
• Customer Retention

Network Development

• Dealer Appointment and Development
• Secondary Network Expansion
• Service Network Capability Building

Business Analytics

• MIS and Dashboard Management
• Forecasting and Business Planning
• Root Cause Analysis
• Data-Driven Decision Making

Process Excellence

• PDCA Methodology
• Continuous Improvement
• Quality Management Systems
• Service Audits Compliance

Digital Technology

• DMS
• CRM Systems
• Service Analytics Tools
• Microsoft Excel PowerPoint

Behavioral Competency

• Customer Centricity
• Strategic Thinking
• Business Acumen
• Results Orientation
• Stakeholder Management
• Leadership Team Development
• Problem Solving
• Influencing Skills
• Relationship Management
• Communication Presentation Skills
• Collaboration Cross-functional Working
• Decision Making Under Pressure
• Change Management
• Continuous Learning Mindset

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.