Territory Service Manager

Role Overview

The Territory Service Manager is responsible for overseeing service operations within the assigned Area Office, ensuring compliance with quality standards, service processes, and SLAs. The role involves building and maintaining strong customer relationships to enhance service delivery and drive customer retention. The candidate will supervise service teams, implement process improvements across dealerships, and support new product introduction in the market. Additional responsibilities include monitoring KPIs, executing product campaigns, conducting warranty and process audits, and staying updated with industry trends to ensure continuous improvement in service performance.

Key Responsibilities

Service Operations Management

• Manage and supervise service operations within the Area Office to ensure smooth functioning and adherence to service SLAs.

• Ensure compliance with company quality standards, service guidelines, and operational procedures across all service touchpoints.

• Track and improve service performance metrics while ensuring timely resolution of customer concerns.

Customer Relationship Management

• Cultivate and maintain long-term relationships with key customers to understand and address service requirements.

• Act as a single point of contact for critical customer escalations and ensure prompt resolution.

• Drive initiatives that enhance customer satisfaction and loyalty.

Process Implementation & Improvement

• Implement AL (Aftermarket/After-Sales/Automotive Line) process changes and continuous improvement initiatives at dealerships.

• Collaborate with dealer service teams to standardize procedures and enhance service quality.

• Support the rollout of new service processes, tools, and technologies to improve operational efficiency.

Product Introduction & Market Support

• Facilitate the introduction of new products in the market by coordinating with product, sales, and dealer teams.

• Provide technical guidance and training to dealership staff on new product features, service requirements, and best practices.

Performance Monitoring & Reporting

• Monitor key performance indicators (KPIs) such as TAT, service revenue, warranty costs, customer satisfaction scores, and service productivity.

• Prepare regular reports and dashboards for senior management on service performance, concerns, and improvement plans.

• Identify gaps in service operations and drive corrective action plans.

Warranty & Compliance Audits

• Conduct warranty audits, service process audits, and ensure adherence to OEM service policies.

• Analyze audit findings, recommend corrective measures, and track closure of action items.

• Ensure timely warranty claims processing and adherence to documentation norms.

Team Leadership

• Lead and mentor a team of service engineers and service executives.

• Provide technical support, coaching, and performance feedback to enhance team capability.

• Foster a culture of customer-centric service delivery and continuous improvement.

Market & Industry Insights

• Stay updated on industry trends, competitor service offerings, and emerging customer expectations.

• Share market insights with senior leadership and support strategic planning for service excellence.

Required Skills & Competencies

• Strong knowledge of automotive/after-sales/service operations.

• Experience in service process implementation, KPI monitoring, and dealership management.

• Good understanding of warranty systems, technical troubleshooting, and service compliance.

• Proficiency in preparing service reports, audits, and performance dashboards.

• Excellent communication and customer-handling skills.

• Strong leadership, team management, and interpersonal abilities.

• Analytical mindset with strong problem-solving skills.

• Ability to collaborate with cross-functional teams and drive process improvements.

• B.Tech required