Services Business Development Manager

Job Purpose:

The Business Development Manager - Service is responsible for the dealer service performance in the Zone and will lead the implementation of various service processes. The incumbent will provide guidance on overall business operations, identify areas for improvement, and support the implementation of new projects in the zone.

Position Overview:

Position Title - Business Development Manager - Service

Division - Electric Vehicles

Function - Commercial

Location - Chennai

Reports To - Group Manager - Service Lead

Job Grade - Team Manager

What you'll do:

• Ensure the timely publication of customer engagement events planned by the company to generate market excitement and build pre-launch hype.
• Establish EV service workshops in alignment with company standards, ensuring full compliance with safety norms and operational guidelines.
• Drive growth in After Sales Service to expand the customer market share within the assigned zone.
• Achieve workshop loading targets by increasing the number of job orders and overall service volumes as per the defined goals.
• Ensure penetration of Extended Warranty (EW), Roadside Assistance (RSA), and Annual Maintenance Contracts (AMC) in line with organizational targets.
• Drive customer satisfaction metrics (e.g., InMoment RSA, Service, Quality of Closure) to meet or exceed set benchmarks.
• Support strategic planning for Spare Parts through market intelligence, dealer visits, competitor analysis, and timely information sharing.
• Ensure effective resolution of customer complaints within agreed timelines, including onsite resolution and feedback management.
• Promote service engagement campaigns through collaboration with distributors and participation in customer-centric events such as rides and campaigns.
• Lead product quality reporting initiatives, including a collection of PDI feedback from distributors, warranty claim parts audits, and service process quality audits across the network.
• Design and implement attractive service schemes aimed at driving workshop footfall and increasing service touchpoints within the zone.
• Ensure proactive customer communication regarding safety tips during natural calamities, and promote peace-of-mind products such as RSA, insurance renewals, AMCs, and Extended Warranties.
• Conduct regular meetings (virtual/in-person) with the aftersales regional retail team to assess on-ground realities and identify business improvement opportunities.
• Support the organization in understanding customer profiles and expectations to refine and improve service offerings.
• Provide spare parts management assistance to channel partners and facilitate seamless coordination with the factory team.
• Ensure new model service readiness, including timely service training, procurement of initial parts kits, and availability of tools and equipment in the zone.
• Support onboarding and operational setup for new dealers in the assigned zone.
• Ensure timely completion of all service-related projects, in line with organizational targets and deadlines.
• Taking the lead in process enhancements for the customer journey to reduce customer complaints and monitor NPS to provide a better customer experience.
• Accountable for boosting dealer profitability and the dealership's service absorption ratio.

What you'll bring:

Experience: 10+ years experience in a similar role

Extensive Field Service (Managing dealers and distributors)

Knowledge of Spare parts processing

Understanding of EV technicality

Territory management and dealer contact experience

Qualification: Bachelor's degree in a relevant field

Why work with us

We are a global leader in middleweight motorcycles (250-750cc), operating in 65 countries. Royal Enfield's unique approach to forging our path has led to consistent growth and profitability. Emphasizing our values and brand essence, we strive to transform into a premium experiential brand. By embracing diversity and new ideas from various industries and regions, we are expanding our team for a broader perspective on global markets.

Ready to Join Us

Apply via our website today. Join our trailblazing team and be a part of our legacy! So why wait Join us and experience the freedom of embracing the road, riding with pure motorcycling passion.