Territory Service Manager

Role & responsibilities

Supervise daily operations of authorized service centers ensuring compliance with TVS SOPs.

- Conduct regular audits and dealer visits to assess service readiness and performance.

- Coordinate with sales and parts teams for seamless end-to-end service support.

- Analyze technical issues and escalate through PPFR/TVS forum, ensuring timely warranty claims and parts dispatch.

- Support dealership technicians with diagnostics, troubleshooting, and repair quality assurance.

- Monitor and improve key service KPIs like NPS, CFR, service inflow, and customer retention.

- Drive improvements in free-to-paid service ratio, workshop productivity, and service profitability.

- Act as escalation point for unresolved customer complaints and ensure closure within 48 hours.

- Organize customer engagement activities like service camps, loyalty programs, and promote digital booking and instant feedback.

- Coach and mentor dealer teams on manpower planning, recruitment, training, and skill development including OJT and certification programs.

- Encourage adoption of digital tools, diagnostic apps, and new service technologies at dealerships.

- Implement service campaigns, LRP initiatives, and best practices including floor management systems for improved workflow and efficiency.

- Drive continuous process improvements through Kaizen and innovative service initiatives.

- Support new model rollout ensuring dealership service readiness and technical preparedness.

- Collaborate with dealer owners to create manpower backup plans and individual development plans (IDPs) for career growth