Zonal Planner - Service

Job Summary Responsibilities

• Lead the overall aftersales service strategy and operations across assigned markets.
• Build a customer-obsessed service organization focused on delivering superior ownership experiences.
• Drive improvements in customer satisfaction metrics including NPS and Net Sentiment Scores.
• Develop service network expansion strategies to support business growth and customer reach.
• Improve workshop productivity, service quality, and operational efficiency through standardized processes.
• Lead implementation of digital and connected service solutions across dealer workshops.
• Establish effective market feedback mechanisms to improve product quality and reliability.
• Drive service business growth through AMC, Extended Warranty, RSA, and value-added offerings.
• Collaborate closely with dealer partners to improve customer retention and workshop profitability.
• Lead capability-building initiatives through structured training and development programs.
• Coach and mentor regional and central teams to deliver business objectives.
• Benchmark industry best practices and implement innovative service models to achieve service leadership.

Key Performance Indicators

• Customer Satisfaction - NPS, NSS, CSI Improvement
• Service Quality - Repeat Repair Reduction, First Time Right
• Customer Retention - Retention %, Paid Service Growth
• Dealer Profitability - Workshop Revenue & Profitability
• Network Expansion - Service Reach & Capacity Growth
• Workshop Productivity - Throughput, Bay Productivity
• Service Business - AMC, EW, RSA Revenue Growth
• Product Quality Feedback - Closure of Field Quality Issues
• Digital Adoption - Service Process Digitization
• People Development - Service Staff Capability Index

Functional Competency

• Aftersales Service Leadership
• Dealer Network Management
• Customer Experience Management
• Service Strategy Deployment
• Workshop Operations Excellence
• Product Technical Understanding
• Service Business & Revenue Management
• Quality Management
• Process Improvement

Qualifications

• BE / B.Tech (Mechanical, Automobile, Production or equivalent)
• MBA preferred

Experience

• 18-25 years of experience in Automotive Aftersales / Service Operations
• Proven experience in managing large service networks, dealer development, customer satisfaction, and workshop profitability
• Experience with leading OEMs in 2W, 3W, Passenger Vehicle, Commercial Vehicle, Farm Equipment or EV industry

About the Department / Vertical / Section

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