Dealer Manager

Role & responsibilities

Job Purpose / Summary

The Dealer Service Manager will be responsible for managing and supporting the service operations of authorized dealers to ensure high levels of customer satisfaction, compliance with company standards, and growth of aftermarket business. The role involves monitoring dealer performance, providing technical guidance, training service personnel, and implementing service policies to build long-term customer loyalty.

5. Key Responsibilities

• Drive service excellence across dealer field service operations
• Monitor dealer performance on key KPIs (MTTR, CSat, Response rates , Service quality).
• Implement company service processes, tools, and systems across the dealer network.
• Conduct periodic audits of dealer for infrastructure, process adherence, and site audits for I&C.
• Support dealers in resolving complex technical issues and escalations.
• Conduct training and capability-building programs for dealer service teams.
• Ensure effective warranty administration and policy compliance.
• Review of dealer service reports to ensure quality service and facilitate lead generation for spare part business.
• Work closely with sales and parts teams to maximize aftermarket revenue.
• Capture market intelligence and provide feedback to product/service teams.
• Develop action plans for underperforming dealers and drive improvements.

6. Desired Skills & Competencies

• Strong technical knowledge of boilers/heaters/utility house products and service operations .
• Good people management and relationship-building skills.
• Customer-centric mindset with problem-solving ability.
• Excellent communication and training skills.
• Data-driven approach; ability to analyze service KPIs and drive improvements.
• Willingness to travel extensively across assigned dealer territories.

7. Qualifications & Experience

• Bachelors degree/ Diploma in Engineering (Mechanical/Electrical/Chemical/Instrumentation) preferred.
• 5–12 years of experience, with at least 3–5 years in dealer service management or field service leadership or spare parts sales
• Exposure to managing service networks, warranty systems, and customer satisfaction programs.

8. Performance Metrics

• Dealer MTTR and Csat
• %%%%%
• Warranty cost management.
• Service coverage and response time.
• Dealer compliance with audits and process standards.

Dealer AMC penetration and spare parts lead generation