Dealer Manager-Service

Role & responsibilities

Dealer Manager (Technical Services)

• Ensure service excellence across all dealer field operations by implementing company-approved service processes, tools, and systems.
  
• Monitor dealer performance on key KPIs such as MTTR, CSAT, response rates, and overall service quality.
  
• Conduct regular audits of dealer service infrastructure, process adherence, and site audits for installation and commissioning (I&C).
  
• Provide technical support for resolving complex issues and escalations from the dealer network.
  
• Conduct training programs and capability-building sessions for dealer service personnel.
  
• Manage warranty administration, ensure compliance with warranty policies, and control warranty costs.
  
• Review dealer service reports to ensure quality service delivery and identify opportunities for spare parts business generation.
  
• Collaborate with sales and parts teams to increase aftermarket revenue, AMC penetration, and spare parts sales.
  
• Collect market intelligence and share actionable insights with product and service teams.
  
• Develop and implement performance improvement plans for underperforming dealers to ensure service standards are met.
  
• Travel across assigned territories to support dealer operations and strengthen field service performance

Preferred candidate profile

• Bachelors degree or Diploma in Mechanical, Electrical, Chemical, or Instrumentation Engineering.
  
• 5–12 years of experience, including 3–5 years in dealer service management, field service leadership, or spare parts sales.
  
• Strong technical understanding of boilers, heaters, and utility house products.
  
• Hands-on experience in managing service networks, warranty processes, and customer satisfaction programs.
  
• Ability to analyze service KPIs and drive performance improvements.
  
• Excellent communication, training, and relationship management skills.
  
• Customer-centric approach with strong problem-solving capabilities