Territory Service Manager-Heavy Commercial Vehicle

Job Purpose:

To ensure effective after-sales service, customer satisfaction, and business growth in the assigned territory by managing service operations, dealer workshops, spare parts, and customer support for Heavy Commercial Vehicles.

Key Responsibilities:

Service Operations & Dealer Management

• Manage and monitor dealer service network within the assigned territory.
• Drive improvement in service quality, workshop processes, and turnaround time (TAT).
• Ensure adherence to OEM service policies, warranty guidelines, and technical standards.
• Conduct regular audits of dealer workshops for compliance and process efficiency.

Customer Experience & Support

• Ensure quick resolution of customer complaints and service issues.
• Build strong customer relationships to enhance brand trust and loyalty.
• Monitor KPIs such as service inflow, repeat repairs, and customer satisfaction scores (CSI/NPS).

Business Development

• Achieve targets for service market share, spare parts sales, and labour revenue.
• Promote service campaigns, AMC (Annual Maintenance Contracts), and extended warranty programs.
• Identify new business opportunities in service and parts within the territory.

Technical Support & Training

• Provide technical support to dealer service teams for complex vehicle repairs.
• Organize regular training programs for dealer technicians and service advisors.
• Share best practices across workshops to improve overall service capability.

Reporting & Coordination

• Track and analyze service performance metrics on a monthly basis.
• Coordinate with internal teams (Sales, Spare Parts, Warranty, and Product Support) for seamless operations.
• Submit territory reports, market insights, and competitor analysis to regional office.

Key Performance Indicators (KPIs):

• Service market share and vehicle inflow growth.
• Spare parts and labour revenue achievement.
• Warranty cost control and claim processing efficiency.
• Customer satisfaction index (CSI/NPS).
• Dealer capability enhancement (infrastructure, manpower skills, process compliance).

Preferred candidate profile

• Bachelor's degree/Diploma in Mechanical/Automobile Engineering.
• 5-10 years of experience in after-sales service of Heavy Commercial Vehicles (OEM or dealership background preferred).
• Strong knowledge of HCV.
• Experience in dealer management, customer service, and technical training.

Skills Required:

• Strong technical and diagnostic skills in HCVs.
• Dealer network management and business acumen.
• Customer relationship management.
• Data analysis and service performance tracking.
• Excellent communication, leadership, and problem-solving skills.