Zonal Service Manager - Automobile & EV Sector

As a Zonal Service Manager, you will be responsible for overseeing and managing the service operations across multiple regions within the assigned zone. The role involves ensuring customer satisfaction, optimizing service processes, and driving performance improvements across service centers.

Key Responsibilities:

Service Operations Management:

• Oversee the day-to-day operations of service centers across the zone.
• Ensure the effective execution of service strategies and compliance with company policies.
• Monitor service quality and operational efficiency.

Customer Satisfaction:

• Ensure high levels of customer satisfaction by addressing customer issues and resolving service-related concerns.
• Regularly analyze customer feedback and implement improvements in service delivery.

Team Leadership & Development:

• Lead, mentor, and train service center teams to ensure consistent service excellence.
• Manage and monitor the performance of the regional service teams to achieve service targets.

Field Service & Technical Support:

• Provide guidance and technical support to service teams to resolve complex technical issues.
• Work closely with field service engineers to maintain a high level of service and resolve product-related problems.

After-Sales Service & Warranty Management:

• Manage the after-sales service process, including warranty claims, service scheduling, and spare parts availability.
• Develop and implement after-sales programs to enhance customer loyalty.

Service Revenue & Profitability:

• Ensure the achievement of service revenue and profitability targets through the optimization of service offerings.
• Collaborate with sales teams to offer service packages and upsell maintenance contracts.

Vendor & Partner Management:

• Manage relationships with external service providers and ensure their performance aligns with company standards.
• Collaborate with vendors for spare parts procurement and supply chain management.

Compliance & Safety:

• Ensure compliance with industry regulations and safety standards in all service centers.
• Implement safety protocols and training for service teams.

Reporting & Analytics:

• Generate detailed reports on service performance, customer satisfaction, and operational metrics.
• Use data to analyze trends and make recommendations for service improvements.

Key Skills:

• Strong knowledge of after-sales service operations in the Automobile and EV (2W) sectors.
• Proven experience in team leadership, service delivery, and customer satisfaction management.
• Excellent communication and interpersonal skills.
• Ability to manage multiple service centers and coordinate between teams.

Educational Qualification: A Bachelor's/Master's degree in Mechanical Engineering, Automobile Engineering, or a related field is preferred.