Area Service Manager (TK810ST RM 4594)

Position: Area Service Manager (TK810ST RM 4594)

Role Objective
To manage and improve dealer service operations across the assigned territory, ensuring workshop efficiency, customer satisfaction, technical issue resolution, warranty control, and compliance with OEM service standards.

Education : BE/BTECH

Key Responsibilities

• Dealer Service & Workshop Operations
  o Monitor dealer workshop performance including productivity, throughput, WIP, turnaround time, repeat repairs and service retention.
  o Ensure consistent implementation of OEM service standards, SOPs and workshop processes.
  o Drive operational improvement plans with dealer teams.
• Customer Satisfaction & Quality
  o Improve CSI/NPS scores through structured corrective actions.
  o Address customer escalations, repeat repairs and chronic service quality issues.
  o Drive best-practice adoption across dealerships.
• Technical & Warranty Management
  o Act as the first level of escalation for complex vehicle/service technical issues.
  o Coordinate with Technical Support / Flying Doctor teams for unresolved concerns.
  o Monitor warranty claims, rejection rates, claim quality and warranty cost.
• Business Performance & MIS
  o Track service KPIs such as labour productivity, workshop utilization, retention, WIP, TAT, repeat repairs and warranty cost.
  o Review dealer MIS and identify performance gaps.
  o Implement and monitor improvement actions.
• Dealer Governance & Network Support
  o Ensure dealer compliance with OEM policies, audit requirements and statutory norms.
  o Support new dealer onboarding, workshop commissioning and network expansion.
  o Coordinate with dealer management and workshop teams across the assigned territory.
• Qualification & Experience
  o Education: BE/B.Tech in Automobile or Mechanical Engineering.
  o MBA preferred, but not mandatory.
  o Overall Experience: 6–10 years in automotive aftersales/service operations.
  o Relevant Experience: Minimum 3–5 years in a field-based dealer service/aftersales role.

Job / Role Responsibilities

• Manage dealer aftersales and service operations across the assigned territory.
• Monitor workshop performance including productivity, throughput, WIP and turnaround time.
• Ensure adherence to OEM service standards, SOPs and workshop processes.
• Drive improvement in CSI/NPS and overall customer satisfaction.
• Handle customer escalations, repeat repairs and chronic quality issues.
• Provide first-level support for complex technical/service issues and coordinate with technical support teams.
• Monitor warranty claims, approvals, rejections and warranty costs.
• Track key service KPIs including labour productivity, retention, repeat repairs and workshop efficiency.
• Review service MIS and implement corrective actions for performance gaps.
• Ensure dealerships comply with OEM policies, audits and statutory requirements.
• Support new dealer onboarding, workshop commissioning and network expansion.
• Build strong relationships with dealer management and service/workshop teams.

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