Dealer Manager

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.

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.

Qualifications & Experience

• Bachelors degree/ Diploma in  Engineering

(Mechanical/Electrical/Chemical/Instrumentation) preferred.

• 512 years of experience, with at least 35 years in dealer service management

or field service leadership or spare parts sales

• Exposure to managing service networks, warranty systems, and customer

satisfaction programs.

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