Territory Service Manager (Commercial Mobility-3W/Cargo)

Territory Service Manager (3 wheeler/Cargo - Commercial Mobility Business - CMB)

Department: Commercial Mobility
Function: Service & Parts

Purpose of the Role

Drive service excellence, dealer profitability, customer satisfaction, parts growth, network expansion, and product quality improvement across the assigned territory. Ensure strong service operations and customer support by enhancing dealer capabilities and network effectiveness.

Key Responsibilities

1. Dealer Service Business Growth & Profitability

• Improve dealer service business by increasing free service redemption and overall service inflow.
• Enhance workshop operational efficiency to improve dealer profitability.

2. Customer Satisfaction (NPS/VPS Improvement)

• Conduct service process audits and implement corrective actions to improve dealership service standards.
• Diagnose and support resolution of critical technical issues.
• Improve capability of dealer service teams through on-the-job training in:
• Product knowledge
• Service repair standards
• Usage of special tools
• Customer handling skills
• Customer satisfaction practices
• Drive knowledge updates through Service Information Bulletins (SIBs).
• Recover dissatisfied customers and implement corrective actions.
• Ensure implementation of recall campaigns and policies.
• Improve post-service feedback collection and service reminder contact effectiveness.

3. Service Network Development

• Appoint Authorized Service Centres (ASCs) and dealer service branches based on market potential and competitor network mapping.
• Expand customer reach through the appointment of PGMs/CSPs in the territory.

4. Parts Business Growth

• Achieve dealer and APS parts business targets.
• Ensure dealer eligibility for incentive programs.
• Improve parts distribution and availability across the market.

5. Product Quality Improvement

• Provide regular product feedback to Head Office for quality enhancement initiatives.
• Identify recurring field issues and support corrective actions.

6. People Effectiveness

• Ensure availability of trained service manpower across the dealer network.
• Support capability building and skill development initiatives.

Preferred Qualification

• Bachelor's Degree in Mechanical Engineering, Automobile Engineering or related discipline.

Preferred Experience

• 5-10 years of experience in automotive service, dealer service operations, after-sales service, technical support, network development, or commercial vehicle/two-wheeler/three-wheeler service management.
• Experience working with dealer networks and field service operations.