Territory Service Manager

Job Title

Area Service Operations Manager

Job Summary

We are seeking an experienced and proactive Area Service Operations Manager to oversee and supervise service operations across our network of dealerships / area offices. The ideal candidate will ensure adherence to quality standards and service-level agreements (SLAs), drive service process improvements, manage customer relationships, lead a team of service professionals, and monitor service performance metrics.

Key Responsibilities

• Service Operations & Delivery Oversight

  • Manage and supervise service operations within the area office / across assigned dealerships to ensure timely and quality service delivery.

  • Ensure compliance with established quality standards, internal processes, and SLAs.

  • Monitor and report on service performance through key performance indicators (KPIs), such as turnaround time, resolution rates, customer satisfaction, and overall service efficiency.

• Customer & Stakeholder Management

  • Cultivate and maintain strong relationships with key customers understand their service requirements, address their concerns, and strive for high customer retention.

  • Act as the escalation point for customer complaints or complex service issues, ensuring timely and professional resolution.

• Process Improvements & Audit Compliance

  • Implement process improvements across dealerships / service centers including updates to standard service processes, complaint resolution and after-sales service practices.

  • Conduct regular warranty audits, process audits, and compliance checks to ensure consistent service quality and adherence to company standards.

• Product Launches, Campaigns & Market Initiatives

  • Drive product campaigns and roll out new products/offerings in the market through dealerships / service centers.

  • Collaborate with stakeholders to ensure successful product launch and customer awareness of new services or enhancements.

  • Organize and execute driver trainings or staff training programs to upskill dealership/service-center personnel.

• Team Leadership & Capability Building

  • Lead, mentor, and develop a team of service professionals technicians, service advisors, support staff ensuring skill enhancement, training, performance tracking, and adherence to service standards.

  • Identify training needs at dealership level (e.g. driver trainings or staff trainings) and coordinate delivery of training programs to improve service delivery capability.

• Performance Monitoring & Corrective Actions

  • Regularly analyse service data and KPIs to identify trends, areas requiring improvement, and opportunities for enhanced efficiency or customer satisfaction.

  • Initiate corrective actions or process changes based on audit findings, performance data, and customer feedback.

• Reporting & Coordination

  • Prepare and present regular reports on service operations, performance, audits, warranty claims, customer feedback and improvement initiatives to senior management.

  • Coordinate with other departments (sales, parts, product, quality assurance, operations) to ensure end-to-end service delivery, resource allocation, and customer satisfaction.

Qualifications & Skills

• Bachelors degree (or relevant Diploma) in Business Administration, Engineering, Automobile / Mechanical / related discipline or equivalent relevant experience.

• Prior experience in service-management or operations role ideally across multiple dealerships / service centers / branches.

• Strong leadership and team-management skills; ability to mentor and build a high-performance service team.

• Excellent interpersonal and communication skills; customer-facing orientation, stakeholder management, and complaint-resolution ability.

• Solid understanding of service operations, warranty processes, quality assurance, audits, process improvement and service delivery standards.

• Data-driven mindset: ability to monitor KPIs, analyse service metrics, identify improvement areas, and implement process improvements.

• Ability to manage multiple dealership mandates / service locations, handle high workload, and adapt to dynamic work environment.

• Awareness of market / industry trends, and ability to lead product / service rollouts and campaigns through dealerships / service centers.