Territory Service Manager

Role Overview

The Territory Service Manager is responsible for managing and supervising service operations within the assigned Area Office. The role ensures compliance with quality standards, service processes, and service level agreements (SLAs) across dealerships. The candidate will focus on building strong relationships with key customers, driving customer retention, implementing process improvements, launching new products, and monitoring service performance through KPIs. The position also involves leading a team of service professionals, driving product campaigns, conducting audits, and enhancing skill capabilities at dealership service centers.

Key Responsibilities

Service Operations Management

• Oversee day-to-day service operations within the Area Office to ensure smooth functioning and SLA adherence.

• Ensure dealerships comply with organizational quality standards and service processes.

• Monitor service performance and implement corrective measures to improve efficiency and customer satisfaction.

Customer Relationship Management

• Cultivate and maintain strong relationships with key customers to address service requirements.

• Ensure timely resolution of customer concerns and drive initiatives for enhanced customer retention.

• Act as a point of escalation for critical service issues and provide solutions.

Process Implementation & Improvement

• Implement AL service processes and operational improvements across dealerships.

• Support the introduction of new products and ensure their successful launch at the dealership level.

• Identify gaps in service delivery and develop strategies for continuous improvement.

Performance Monitoring & Audits

• Monitor and analyze key performance indicators (KPIs) to assess service quality, turnaround times, and customer satisfaction.

• Conduct warranty audits, process audits, and compliance checks across dealerships.

• Track and report audit findings and ensure timely closure of corrective actions.

Team Leadership & Skill Development

• Lead, mentor, and manage a team of service professionals across the Area Office and dealerships.

• Enhance technical and soft skills of dealership service staff through coaching, training, and workshops.

• Set performance goals, conduct reviews, and ensure accountability within the team.

Product Campaigns & Market Support

• Drive service-related product campaigns and promotional activities at dealerships.

• Support marketing and sales teams by providing technical and operational inputs for product adoption.

• Gather feedback from the market to provide insights for improving products and services.

Required Skills & Competencies

• Strong knowledge of service operations, warranty management, and dealership processes.

• Familiarity with KPIs, performance monitoring, and quality audits.

• Experience implementing process improvements and managing service campaigns.

• Ability to interpret technical issues and provide actionable solutions.

• Excellent communication, interpersonal, and stakeholder management skills.

• Leadership and team management capabilities.

• Analytical and problem-solving mindset.

• Customer-centric approach with a focus on service excellence.

• B.Tech required.