Area Service Field Manager

Kia India; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Kia India is looking for an experienced aftersales professional to execute and implement service systems across Kia dealer networks, monitor dealer KPIs, and help achieve regional business targets.

You will drive DCSI and NPS targets, ensure BG activities, oversee workshop infrastructure, and coordinate campaigns, training, and warranty audits to sustain high service quality.

Qualifications

• Strong knowledge of Passenger Vehicle Aftersales and Dealer Service Operations.
• Good understanding of dealership Service KPIs and profitability.
• Strong customer-centric approach with excellent grievance-handling skills.
• Good knowledge of workshop processes, warranty, spare parts, and technical campaigns.
• Strong analytical and problem-solving skills with a data-driven approach.
• Ability to identify service gaps and drive effective corrective action plans.
• Strong stakeholder management skills with the ability to influence dealer teams.

Responsibilities

• Execute and implement service systems, processes, and standards across dealerships.
• Review, monitor, and improve dealer KPIs and provide necessary support.
• Drive achievement of regional and dealership business plan targets.
• Ensure achievement of DCSI and NPS targets and drive improvement initiatives.
• Review DCSI performance and ensure timely implementation of corrective action plans.
• Monitor critical dealerships based on customer satisfaction and key business KPIs.
• Ensure timely BG renewal and submission of BG funds.
• Follow up on pending spare parts orders and drive achievement of retail targets.
• Monitor and improve dealer profitability and OAR.
• Monitor the implementation of Service and Technical Campaigns at dealerships.
• Monitor vehicle hold-ups, including open ROs for mechanical and body shop repairs, and follow up on parts back orders.
• Address customer grievances and ensure timely and effective resolution.
• Plan and organize marketing activities, service campaigns, and seasonal camps.
• Provide timely reports and updates to KMI HO on regional developments and key service-related matters.
• Provide technical feedback and ensure timely reporting and campaign implementation.
• Ensure adherence to KMI Warranty Policies and guidelines at dealerships.
• Support new workshop development, including site identification, layout finalization, and project follow-up.
• Monitor the development and readiness of workshop infrastructure.
• Ensure timely availability of tools and equipment, including workshop enablers such as tablets, KDS, spare parts racks, and other required equipment.
• Drive manpower recruitment, capability building, and training at dealerships.
• Conduct and follow up on warranty audits and parts scrapping activities.
• Conduct WEP (Workshop Enhancement Program) audits and ensure closure of identified gaps.
• Conduct monthly visits to dealer workshops to maintain high service quality standards in line with KMI guidelines.

Skills

Passenger Vehicle Aftersales & Dealer

Education

B.Tech./B.E.

Job description

• Execution & Implementation of systems & service processes at dealers
• Review, Monitor & Enhance Dealer KPIs & support.
• Regional & Dealer Business plan target achievement
• Ensure DSCI & NPS target achievement.
• Review and Monitor DCSI & action plan implementation
• Review of critical dealers on Customer satisfaction & Business KPIs.
• Timely BG renewal & BG fund submission
• Spare parts pending order follow up and Retail target Achievement.
• Dealer profitability – OAR.
• Service Campaign/ Technical Campaign monitoring.
• Hold up vehicles monitoring – Open ROs ( Mech & Bodyshop) and Parts : Back Order follow up
• Attending to customer grievances and faster resolution.
• Organizing of marketing activities & seasonal camps.
• Reporting to KMI HO for new regional developments.
• Technical feedback, reports, campaign monitoring.
• KMI warranty Policy adherence at dealerships.
• New workshop Site follow up, Site identification, Layout design finalization
• Monitor development of workshop infrastructure.
• Tools & Equipment's Follow up along with Workshop enablers ( i.e Tablets, KDS & Spare parts racks etc.)
• Manpower recruitment & Training.
• Warranty audits, parts scrapping .
• WEP ( Workshop enhancement program) audit and follow up on concern area’s .
• Monthly visit of dealer workshop to maintain high service quality standard at as per KIN Guidelines.

Roles and Responsibilities

• Execute and implement service systems, processes, and standards across dealerships.
• Review, monitor, and improve dealer KPIs and provide necessary support.
• Drive achievement of regional and dealership business plan targets.
• Ensure achievement of DCSI and NPS targets and drive improvement initiatives.
• Review DCSI performance and ensure timely implementation of corrective action plans.
• Monitor critical dealerships based on customer satisfaction and key business KPIs.
• Ensure timely BG renewal and submission of BG funds.
• Follow up on pending spare parts orders and drive achievement of retail targets.
• Monitor and improve dealer profitability and OAR.
• Monitor the implementation of Service and Technical Campaigns at dealerships.
• Monitor vehicle hold-ups, including open ROs for mechanical and body shop repairs, and follow up on parts back orders.
• Address customer grievances and ensure timely and effective resolution.
• Plan and organize marketing activities, service campaigns, and seasonal camps.
• Provide timely reports and updates to KMI HO on regional developments and key service-related matters.
• Provide technical feedback and ensure timely reporting and campaign implementation.
• Ensure adherence to KMI Warranty Policies and guidelines at dealerships.
• Support new workshop development, including site identification, layout finalization, and project follow-up.
• Monitor the development and readiness of workshop infrastructure.
• Ensure timely availability of tools and equipment, including workshop enablers such as tablets, KDS, spare parts racks, and other required equipment.
• Drive manpower recruitment, capability building, and training at dealerships.
• Conduct and follow up on warranty audits and parts scrapping activities.
• Conduct WEP (Workshop Enhancement Program) audits and ensure closure of identified gaps.
• Conduct monthly visits to dealer workshops to maintain high service quality standards in line with KMI guidelines.

Required Skills

• Strong knowledge of Passenger Vehicle Aftersales and Dealer Service Operations.
• Good understanding of dealership Service KPIsand profitability.
• Strong customer-centric approach with excellent grievance-handling skills.
• Good knowledge of workshop processes, warranty, spare parts, and technical campaigns.
• Strong analytical and problem-solving skills with a data-driven approach.
• Ability to identify service gaps and drive effective corrective action plans.
• Strong stakeholder management skills with the ability to influence dealer teams.

Educational Qualification: B.Tech./B.E.

Years Of Experience

• 5 to 10 years