Area Service Manager

Royal Enfield; Nice; À distance; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A motorcycle manufacturer is seeking a Zonal Service Manager based in France. This role involves overseeing dealer service performance, implementing service processes, and requires significant travel. The ideal candidate should have over 8 years of experience in service marketing and be fluent in English and French. This position is remote-based but requires travel on weekends.

Qualifications

• 8+ years’ experience in a similar role.
• Extensive service marketing experience.
• Knowledge of dealer service and parts operations.
• Prepared to travel, including weekends.

Responsabilités

• Ensure timely publication of customer engagement events.
• Drive growth in After Sales Service.
• Achieve workshop loading targets.
• Ensure effective resolution of customer complaints.
• Support onboarding and operational setup for new dealers.

Connaissances

Service marketing

Fluent in English

Fluent in French

Territory management

Knowledge of dealer service operations

Formation

Degree level educated

Description du poste

Zonal Service Manager (Europe Region) - Remote based role - France based

Electric Vehicles Division

Please note this role does require a high level of travel and will include weekends.

As the Zonal Service Manager, you will be responsible for the dealer service performance in the zone and will lead the implementation of various service processes. You will provide guidance on overall business operations, identify areas for improvement, and support the implementation of new projects in the zone.

Key Responsibilities:

• Ensure the timely publication of customer engagement events planned by the company to generate market excitement and build pre-launch hype.
• Establish EV service workshops in alignment with company standards, ensuring full compliance with safety norms and operational guidelines.
• Drive growth in After Sales Service to expand the customer market share within the assigned zone.
• Achieve workshop loading targets by increasing the number of job orders and overall service volumes as per the defined goals.
• Ensure penetration of Extended Warranty (EW), Roadside Assistance (RSA), and Annual Maintenance Contracts (AMC) in line with organizational targets.
• Drive customer satisfaction metrics (e.g., InMoment RSA, Service, Quality of Closure) to meet or exceed set benchmarks.
• Support strategic planning for Spare Parts through market intelligence, dealer visits, competitor analysis, and timely information sharing.
• Ensure effective resolution of customer complaints within agreed timelines, including onsite resolution and feedback management.
• Promote service engagement campaigns through collaboration with distributors and participation in customer-centric events such as rides and campaigns.
• Lead product quality reporting initiatives, including collection of PDI feedback from distributors, warranty claim parts audits, and service process quality audits across the network.
• Design and implement attractive service schemes aimed at driving workshop footfall and increasing service touchpoints within the zone.
• Ensure proactive customer communication regarding safety tips during natural calamities, and promote peace-of-mind products such as RSA, insurance renewals, AMCs, and Extended Warranties.
• Conduct regular meetings (virtual / in-person) with the aftersales regional retail team to assess on-ground realities and identify business improvement opportunities.
• Support the organization in understanding customer profiles and expectations to refine and improve service offerings.
• Provide spare parts management assistance to channel partners and facilitate seamless coordination with the factory team.
• Ensure new model service readiness, including timely service training, procurement of initial parts kits, and availability of tools and equipment in the zone.
• Support onboarding and operational setup for new dealers in the assigned zone.
• Ensure timely completion of all service-related projects, in line with organizational targets and deadlines.
• Lead process enhancements for the customer journey to reduce complaints and monitor NPS for improved customer experience.
• Be accountable for boosting dealer profitability and the dealership's service absorption ratio.

Experience required:

• Ideally you will be degree level educated.
• 8+ years’ experience in a similar role, including:
• Extensive service marketing experience.
• Knowledge of dealer service / parts operations.
• Territory management and dealer contact experience.
• Fluent / conversational in English and French, with knowledge of additional languages such as German, Italian, or Spanish preferred.
• Must be prepared to travel, including weekends.

About Flying Flea - Royal Enfield

Flying Flea, endorsed by Royal Enfield, is the new City+ mobility brand that reflects Royal Enfield’s commitment to innovation and lifestyle. Inspired by the 1940 Royal Enfield Flying Flea motorcycle, the brand aims to deliver a smart, nimble, and stylish ride experience, with products expected to launch by early 2026.

The Flying Flea team, comprising over 200 engineers in the UK and India, develops its own motor, battery, BMS, and software for connected electric vehicles, with more than 40 patents filed.

Learn more at: flyingflea.royalenfield.com

Careers: royalenfield.com/aboutus/careers/

Working at Royal Enfield

Royal Enfield is a multicultural organization spanning 65 countries, known for its middleweight motorcycles and a legacy of innovation. We value how we do things, emphasizing our core values and creating unique experiences for our team members from diverse backgrounds and industries.