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 indicators.

Key Responsibilities

• Service Operations Management

  • 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 service-level agreements.

  • Monitor and report on service performance through key performance indicators (KPIs) such as turnaround time, resolution rate, customer satisfaction, and adherence to SLAs.

• Customer & Stakeholder Management

  • Cultivate and maintain strong relationships with key customers, addressing their service requirements, concerns, and ensuring high levels of customer satisfaction and retention.

  • Act as a point of escalation for complex or high-priority customer issues, ensuring prompt and professional resolution.

• Process, Audit & Quality Assurance

  • Implement process changes and improvements across dealerships / service centers to improve efficiency, quality, and consistency of service delivery.

  • Conduct regular warranty audits, process audits, and compliance checks to ensure that all service work and warranty claims are handled correctly and in line with company / regulatory standards.

• Product Campaigns & Market Implementation

  • Lead rollout of new products or service-related offerings in the market / dealerships, managing launch, awareness, and ensuring successful adoption at dealership level.

  • Monitor market feedback and competitive trends; stay updated on industry developments and share competitive product and service-related information with relevant stakeholders.

• Team Leadership & Capability Building

  • Lead, mentor, and develop a team of service professionals technicians, advisors, support personnel ensuring capability building, training, performance management, and adherence to service standards.

  • Foster a culture of continuous improvement, accountability, customer-focus, and operational excellence within the service team.

• Reporting & Stakeholder Coordination

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

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

Qualifications & Skills

• Bachelors degree in Business Administration, Engineering, Automobile / Mechanical / relevant discipline or equivalent relevant experience. Preferably with background in automotive / dealership / service operations.

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

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

• Excellent customer-facing, interpersonal and communication skills; skilled at stakeholder management, customer retention and complaint resolution.

• Solid understanding of service operations, warranty processes, quality assurance, process audits, and performance metrics monitoring.

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

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

• Market awareness: knowledge of industry trends, competitive products / services, and ability to implement new product/service rollouts efficiently.