ASM

The Area Service Manager (ASM) is responsible for overseeing and managing the service operations across multiple markets and dealerships within a designated geographical area. This role will supervise the performance and activities of Field Service Managers and their respective dealer teams, ensuring that service delivery meets OEM standards and customer expectations. The ASM will drive operational excellence, manage service costs and revenue, and support strategic initiatives to enhance service quality, customer satisfaction, and dealer network performance.

• Lead and Manage Field Service Managers: Directly supervise and mentor Field Service Managers across multiple markets (typically 1-2 dealers/markets), ensuring the efficient delivery of service operations, repair activities, maintenance, and technical support for commercial vehicle products.
• Service Program Oversight: Manage the overall service programs in the region, ensuring that all service activities are carried out in accordance with OEM standards, SLAs, and customer expectations. Ensure the timely response and resolution of customer issues.
• KPI & Performance Monitoring: Track and evaluate performance metrics for service operations, including technician productivity, service quality, revenue generation (AMC, EWP), and cost control (CS expenses). Work with Field Service Managers to improve performance against KPIs and overcome challenges.
• Revenue & Cost Management: Drive service-related revenue (e.g., parts, AMC/EW contracts) and ensure cost-effective service operations. Prepare and manage budgets for service expenses, ensuring profitability and cost optimization across the region.
• Report Generation & Submission: Provide regular performance reports to senior management, highlighting achievements, challenges, and actionable insights. Report on service delivery metrics, vehicle performance issues, warranty claims, and field service productivity.

• Service Quality & Compliance: Ensure that all field service activities adhere to the company’s service quality standards, safety regulations, and industry best practices. Conduct regular audits (e.g., SPADE audits) on field service operations, identifying areas for improvement and implementing corrective actions.
• Continuous Improvement: Proactively identify opportunities for improving service delivery efficiency and customer satisfaction. Initiate programs to reduce product failures, enhance service processes, and improve technical competency in the field.
• Technical Expertise & Problem Solving: Provide escalation support for complex technical issues, product failures, and warranty claims. Oversee root cause analysis and the implementation of corrective actions for recurring vehicle or product issues.

• Dealer Support & Development: Build and maintain strong relationships with dealers and their service teams. Provide guidance and support for the Field Service Managers to ensure that service targets, quality standards, and revenue objectives are met.
• KPI Awareness & Performance Reviews: Regularly engage with dealers to review their performance against set KPIs, offering support and strategies to overcome operational challenges. Drive dealer compliance with OEM policies and encourage best practices in service operations.
• Customer & Dealer Satisfaction: Collaborate with dealers to ensure customer satisfaction and loyalty. Identify areas where service delivery can be improved and implement initiatives to strengthen relationships and improve service quality.

• Team & Dealer Training: Identify training needs for Field Service Managers, technicians, and dealer service staff. Oversee the development and execution of training programs to improve technical skills, customer service, and operational efficiency.
• Talent Development & Succession Planning: Mentor and develop high-potential team members, ensuring that they have opportunities for career growth within the organization.

• Field Resource Allocation: Ensure optimal deployment of field engineers and technical resources across the region. Monitor resource usage, workload distribution, and ensure efficient use of assets (e.g., tools, vehicles, equipment) in service operations.
• Parts & Inventory Management: Collaborate with Field Service Managers to manage parts inventory and optimize stock levels. Ensure that parts orders are executed in a timely manner to avoid delays in service delivery.

• Warranty Process Oversight: Oversee the warranty and claims management processes, ensuring that all claims are processed in compliance with OEM policies. Validate and approve warranty claims and Product Change Requests (PCRs) where necessary.
• Root Cause Analysis for Claims: Collaborate with the technical team to conduct root cause analysis of product failures, ensuring that any systemic issues are addressed and prevented.