Experience
12 - 16 yrs
Job Location
Kolkata, India
Vacancy
2
Designation
Zonal Service Manager
Job Type
Not specified
Job Description
Role Overview
We are looking for an experienced Zonal Service Manager to lead and manage the after-sales service operations across the assigned zone. The role will be responsible for ensuring high service quality, customer satisfaction, dealer/service partner performance, technical support, and achievement of key service KPIs.
Key Responsibilities
- Manage and oversee after-sales service operations across the assigned zone.
- Drive service performance across dealerships, service centres, and authorised service partners.
- Ensure achievement of key KPIs such as service turnaround time (TAT), customer satisfaction, first-time fix rate, repeat repairs, and service productivity.
- Conduct regular reviews and audits of service centres to ensure adherence to company standards and processes.
- Work closely with dealer partners and service teams to resolve escalated customer complaints and technical issues.
- Monitor vehicle failures and recurring technical concerns and coordinate with the central technical and product teams for resolution.
- Ensure adequate availability and efficient management of spare parts across the service network.
- Analyse service data, warranty trends, customer complaints, and failure patterns to identify improvement opportunities.
- Support the onboarding and development of new service centres and dealer service infrastructure within the zone.
- Conduct regular technical and process training for dealer technicians and service staff.
- Ensure warranty processes and claims are managed as per company policies.
- Work closely with Sales, Quality, Product, Supply Chain, and Customer Experience teams to improve the overall ownership experience.
- Prepare and present regular MIS reports and service performance dashboards to leadership.
- Lead, mentor, and develop the zonal service team.
Candidate Profile
- Experience: 812 years of experience in after-sales/service operations.
- Prior experience in automotive, EV, two-wheeler, or mobility industries is preferred.
- Experience managing multiple dealerships or service centres across a region/zone.
- Strong understanding of vehicle diagnostics, technical service operations, warranty, spare parts, and customer complaint resolution.
- Experience in handling dealer/service partner relationships.
- Strong analytical, problem-solving, stakeholder management, and team leadership skills.
- Willingness to travel extensively within the assigned zone.