Area Parts And Service Manager

Greaves Electric Mobility; Ernakulam, Coimbatore District, Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Greaves Electric Mobility seeks an Area Parts & Service Manager to lead end-to-end after-sales operations across a defined geography for Two-Wheeler and Three-Wheeler customers. You will drive service quality, spare parts availability, and dealer capability, collaborating with field teams, supply chain, quality, and engineering to build a high-performing after-sales ecosystem.

The role emphasizes improving CSI/NPS, workshop productivity, and revenue from service channels, while upholding OEM

Responsibilities

• Lead end-to-end after-sales operations across assigned service centres and dealer workshops.
• Ensure timely, high-quality vehicle servicing, diagnostics, repairs, and warranty support in line with OEM standards.
• Drive improvements in service turnaround time (TAT), first-time fix rate (FTFR), workshop throughput, and technician productivity.
• Resolve complex technical escalations while providing operational support to dealer service teams.
• Champion standardization of service processes across the network.
• Own the performance of authorized service centres and dealer workshops across the territory.
• Drive dealer capability through regular business reviews, operational audits, coaching, and performance improvement plans.
• Ensure compliance with OEM infrastructure, service processes, quality standards, and safety guidelines.
• Support network expansion by identifying new service locations and onboarding service partners in growth markets.
• Build strong relationships with dealer principals and service heads to improve business performance.
• Deliver exceptional customer experience across every service interaction.
• Improve CSI, NPS, and service retention.
• Ensure timely resolution of customer complaints and technical escalations.
• Build structured customer engagement and follow-up mechanisms to improve loyalty and repeat business.
• Partner with Sales to strengthen customer lifecycle management.
• Drive operational excellence by improving: TAT, FTFR, Technician Productivity, Bay Utilization, Job Card Closure, Workshop Capacity Utilization.
• Optimize manpower deployment, tools, diagnostic equipment, and workshop resources.
• Reduce rework through robust quality processes and preventive actions.
• Drive adoption of digital service platforms and workshop automation tools.
• Ensure uninterrupted availability of critical spare parts across dealer locations.
• Collaborate with Supply Chain to optimize inventory planning and replenishment.
• Minimize stock-outs, excess inventory, and parts obsolescence.
• Improve parts fill rate and support workshop productivity through inventory management.
• Oversee procurement of workshop tools, equipment, and consumables.
• Drive sustainable growth of after-sales revenue: Labour, Spare Parts, AMC, Extended Warranties, Add-on services.
• Improve workshop profitability through cost optimization and efficiency.

Job description

Role Overview

The Area Parts & Service Manager will lead end-to-end after-sales operations across an assigned geography, ensuring best-in-class service delivery for both Two-Wheeler and Three-Wheeler customers. The role is accountable for driving operational excellence across dealer workshops, authorized service centres, and field service teams while delivering superior customer experience, maximizing workshop productivity, and ensuring seamless spare parts availability.

As the face of the brand post-sale, this role plays a pivotal part in improving customer retention, growing service revenues, enhancing dealer capability, and ensuring consistent adherence to OEM quality, safety, and technical standards. The incumbent will partner closely with dealers, field teams, supply chain, quality, and engineering to build a high-performing after-sales ecosystem that supports business growth and strengthens customer trust.

Key Responsibilities

1. Service Operations Excellence

• Lead end-to-end after-sales operations across assigned service centres and dealer workshops.
• Ensure timely, high-quality vehicle servicing, diagnostics, repairs, and warranty support in line with OEM standards.
• Drive improvements in service turnaround time (TAT), first-time fix rate (FTFR), workshop throughput, and technician productivity.
• Resolve complex technical escalations while providing operational support to dealer service teams.
• Champion standardization of service processes across the network.

2. Dealer Performance & Network Management

• Own the performance of authorized service centres and dealer workshops across the territory.
• Drive dealer capability through regular business reviews, operational audits, coaching, and performance improvement plans.
• Ensure compliance with OEM infrastructure, service processes, quality standards, and safety guidelines.
• Support network expansion by identifying new service locations and onboarding service partners in growth markets.
• Build strong relationships with dealer principals and service heads to improve business performance.

3. Customer Experience & Retention

• Deliver exceptional customer experience across every service interaction.
• Improve key customer metrics including Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and service retention.
• Ensure timely resolution of customer complaints and technical escalations.
• Build structured customer engagement and follow-up mechanisms to improve loyalty and repeat business.
• Partner with Sales to strengthen customer lifecycle management.

4. Workshop Productivity & Operational Efficiency

Drive operational excellence by continuously improving:

• Service Turnaround Time (TAT)
• First-Time Fix Rate (FTFR)
• Technician Productivity
• Bay Utilization
• Job Card Closure Efficiency
• Workshop Capacity Utilization
• Optimize manpower deployment, tools, diagnostic equipment, and workshop resources.
• Reduce rework through robust quality processes and preventive actions.
• Drive adoption of digital service platforms and workshop automation tools.

5. Parts & Inventory Management

• Ensure uninterrupted availability of critical spare parts across dealer locations.
• Collaborate with Supply Chain to optimize inventory planning and replenishment.
• Minimize stock-outs, excess inventory, and parts obsolescence.
• Improve parts fill rate and support workshop productivity through efficient inventory management.
• Oversee procurement of workshop tools, equipment, and consumables.

6. Revenue & Business Growth

Drive sustainable growth of the after-sales business by maximizing:

• Labour Revenue
• Spare Parts Revenue
• Accessories Sales
• Annual Maintenance Contracts (AMC)
• Extended Warranty Programs
• Value-Added Services
• Improve workshop profitability through cost optimization and operational efficiency.
• Ensure timely processing of warranty claims while minimizing claim rejections.

7. Team Leadership & Capability Building

• Lead, coach, and develop service engineers, advisors, technicians, and field service teams.
• Set clear KPIs aligned to operational and business objectives.
• Conduct regular performance reviews and capability assessments.
• Build technical capability through structured product, diagnostics, and EV technology training.
• Foster a culture of ownership, accountability, safety, and continuous improvement.

8. Quality, Compliance & Technical Governance

• Ensure complete adherence to OEM service standards, technical advisories, and repair procedures.
• Conduct regular workshop audits covering quality, safety, infrastructure, and compliance.
• Implement robust pre-delivery quality inspections before vehicle handover.
• Drive compliance with workplace safety and environmental standards.
• Ensure effective execution of recalls, service campaigns, and technical upgrades.

9. Performance Analytics & Business Reviews

Monitor and improve key business metrics including:

• Service Revenue
• Workshop Profitability
• Customer Satisfaction (CSI/NPS)
• Turnaround Time (TAT)
• Technician Productivity
• Bay Utilization
• Warranty Performance
• Parts Availability
• Service Retention
• Repeat Repair Rate
• Publish weekly, monthly, and quarterly business reviews.
• Leverage analytics to identify performance gaps, forecast service demand, and implement corrective actions.

10. OEM & Cross-Functional Collaboration

• Act as the primary interface between dealers, field teams, and OEM technical support.
• Coordinate technical issue resolution, warranty management, product feedback, and engineering escalations.
• Partner with Sales, Supply Chain, Quality, Product Engineering, and Customer Experience teams to continuously improve service performance.
• Drive execution of new product launches, service campaigns, and network readiness initiatives.

Ideal Candidate Profile

Experience

• 610 years of experience in automotive or EV after-sales service operations.
• Strong experience managing dealer service networks across Two-Wheelers and/or Three-Wheelers.
• Exposure to Electric Vehicle service ecosystems, diagnostics, and battery systems is highly preferred.
• Demonstrated success in improving workshop performance, customer satisfaction, and after-sales profitability.

Key Competencies

• Dealer & Channel Management
• Service Operations Excellence
• Workshop Productivity
• Customer Experience Management
• Spare Parts & Inventory Planning
• Warranty & Technical Operations
• Revenue & Profitability Management
• Team Leadership & Coaching
• Stakeholder Management
• Data-Driven Decision Making
• Operational Excellence & Continuous Improvement