Regional Service Manager

Role Overview:

Responsible for leading the Service team and Channel Partners across Telangana to ensure high-quality Service support for MHCV. The role is aimed at improving customer experience, increasing vehicle uptime, and ensuring a reliable brand in the MHCV industry.

Key Responsibilities:

Operational Excellence

• Oversee end-to-end Service operations across all Authorized Dealers, Service Centers, and Field teams in the Telangana region.
• Ensure adherence to company-defined service standards, warranty guidelines, and turnaround time (TAT) targets.
• Engage with key fleet customers to ensure uptime, address escalations, and drive customer retention.
• Analyze service performance metrics such as repeat repairs, job card quality, claims processing, and vehicle performance to identify improvement areas.
• Optimize resource planning and cost control measures while maintaining high service quality.

People & Network Development

• Lead and develop the regional team of service engineers and dealer support staff, providing coaching, technical guidance, and periodic performance reviews.
• Collaborate with internal technical and training teams to build service capability and drive technician upskilling.
• Support infrastructure readiness and manpower planning at dealer workshops to meet service load.
• Promote driver training programs and safety awareness initiatives

Customer Support & Field Engagement

• Strengthen relationships with large fleet operators and institutional customers through regular interaction and performance reviews.
• Ensure effective resolution of field complaints and technical issues by working closely with internal support teams.
• Roll out regional service campaigns, product recalls, and upgrade initiatives
• Act as the primary escalation point for customer complaints and provide timely resolution.

Market Intelligence & Strategic Inputs

• Track customer feedback, product performance trends, and competitor service practices to identify service improvement opportunities.
• Provide regional insights for product enhancements, new service initiatives, and strategic planning.
• Recommend and support implementation of Digital Tools, Service Packages, and Value-added offerings aligned with customer needs.

Candidate Profile:

• Qualification: B.E./B.Tech in Mechanical or Automobile Engineering (mandatory)
• Experience: 15 years in Service Operations, with a focus on commercial vehicle (MHCV) segment
• Strong leadership, analytical, and customer-handling skills
• Experience in managing Dealer Workshops, Service KPIs, and Fleet customer engagement