Territory Service Manager

Job Title

Area Service Manager Sales & Service (Automotive / Commercial Vehicles)

Role Overview

As an Area Service Manager, you will be responsible for managing and supervising service operations across the assigned area. You will ensure that service delivery meets quality standards and service-level agreements (SLAs), drive customer satisfaction and retention, oversee process compliance across dealerships, lead and coach a team of service professionals, and monitor KPIs to ensure operational excellence and profitability. You will also drive product campaigns, support new product launches, conduct warranty and process audits, and stay current with industry trends and competitive offerings.

Key Responsibilities

• Oversee and manage service operations across the area ensure smooth functioning of service departments across all assigned dealerships.

• Ensure adherence to quality standards, service level agreements, and internal processes across all service outlets under your purview.

• Build and nurture relationships with key customers understand their service requirements, address issues promptly, and ensure customer satisfaction and retention.

• Lead, mentor, and manage a team of service professionals (technicians, service advisors, support staff) including hiring/co-ordination, training, performance management, and motivation.

• Monitor and analyze service performance metrics / KPIs (e.g., service revenue, turnaround times, customer satisfaction, warranty claims, service efficiency) identify areas for improvement and implement corrective actions.

• Drive implementation of process changes and improvements across all dealerships to improve service efficiency, standardization, and compliance.

• Support and coordinate new product introductions and market roll-outs work with sales and marketing teams and dealers to ensure successful launch and service readiness.

• Plan and execute product campaigns and promotions ensure service readiness, parts availability, and communication with customers/dealers.

• Conduct warranty audits, process audits, and periodic reviews to ensure adherence to warranty policies, service standards, and internal procedures.

• Ensure compliance with safety protocols, environmental norms, and organizational / manufacturer standards across all service operations.

• Monitor cost control, profitability, and efficient resource utilization within service operations ensure healthy margins for service business.

• Stay updated on industry trends, competitor products, and service best practices share market and competitive intelligence with management and dealer network.

• Liaise with dealers, service centers, parts, and sales teams ensure alignment between service operations, sales efforts, spare parts availability, and customer commitments.