Area Service Field Manager

• Execute and implement service systems, processes, and standards across dealerships.
• Review, monitor, and improve dealer KPIs and provide necessary support.
• Drive achievement of regional and dealership business plan targets.
• Ensure achievement of DCSI and NPS targets and drive improvement initiatives.
• Review DCSI performance and ensure timely implementation of corrective action plans.
• Monitor critical dealerships based on customer satisfaction and key business KPIs.
• Ensure timely BG renewal and submission of BG funds.
• Follow up on pending spare parts orders and drive achievement of retail targets.
• Monitor and improve dealer profitability and OAR.
• Monitor the implementation of Service and Technical Campaigns at dealerships.
• Monitor vehicle hold-ups, including open ROs for mechanical and body shop repairs, and follow up on parts back orders.
• Address customer grievances and ensure timely and effective resolution.
• Plan and organize marketing activities, service campaigns, and seasonal camps.
• Provide timely reports and updates to KMI HO on regional developments and key service-related matters.
• Provide technical feedback and ensure timely reporting and campaign implementation.
• Ensure adherence to KMI Warranty Policies and guidelines at dealerships.
• Support new workshop development, including site identification, layout finalization, and project follow-up.
• Monitor the development and readiness of workshop infrastructure.
• Ensure timely availability of tools and equipment, including workshop enablers such as tablets, KDS, spare parts racks, and other required equipment.
• Drive manpower recruitment, capability building, and training at dealerships.
• Conduct and follow up on warranty audits and parts scrapping activities.
• Conduct WEP (Workshop Enhancement Program) audits and ensure closure of identified gaps.
• Conduct monthly visits to dealer workshops to maintain high service quality standards in line with KMI guidelines.

Required Skills

• Strong knowledge of Passenger Vehicle Aftersales and Dealer Service Operations.
• Good understanding of dealership Service KPIs and profitability.
• Strong customer-centric approach with excellent grievance-handling skills.
• Good knowledge of workshop processes, warranty, spare parts, and technical campaigns.
• Strong analytical and problem-solving skills with a data-driven approach.
• Ability to identify service gaps and drive effective corrective action plans.
• Strong stakeholder management skills with the ability to influence dealer teams.

Educational Qualification: B.Tech./B.E.

Years Of Experience

• 5 to 10 years