Area Service Manager

TVS Motor; Bhopal, Nagpur District, Ahmedabad District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

TVS Motor in India seeks an experienced service operations professional to drive area-level service targets, enhance dealer profitability, and expand the service network. The role focuses on warranty control, diagnostics standardization, and customer engagement across dealerships in the region.

The candidate will implement service SOPs, monitor KPIs like NPS and CFR, and coordinate with sales and spares teams to ensure efficient service delivery and post-sale support in a growing market.

Responsibilities

• Drive Area-level service business targets including service retention, lost customers recovery, paid service growth, parts revenue, and warranty control.
• Ensure uniform implementation of service SOPs, diagnostics, and technical processes across dealerships.
• Expand the service network and plan service infrastructure development and capacity enhancement as per potential projection.
• Ensure dealer profitability by improving operational efficiency and monitoring KPIs such as NPS, CFR, workshop efficiency, and repeat repairs.
• Identify low-performing outlets and lead turnaround strategies through score reviews, random audits, and coordination with sales/spares teams.
• Ensure timely resolution of critical technical issues from the field, warranty cost control, claim accuracy, and failure trend analysis.
• Analyze new and post-modified technical problems and provide feedback to the technical team ensuring warranty claims and parts dispatch are timely.
• Review and coach TM service and service engineers, identify training needs, drive upskilling, and coordinate with educational institutions for manpower adequacy.
• Drive customer satisfaction initiatives, promote value-added services, manage escalated complaints, and organize customer engagement activities.
• Review customer complaints and resolution with TMs and provide feedback to HO.
• Promote and ensure adoption of digital tools, dashboards, and diagnostic tools.
• Ensure rollout of new model readiness, service campaigns, EV preparedness, and initiatives like doorstep service, quick repair service, EWH, double shift, pickup and delivery.

Job description

Role & responsibilities

• Drive Area-level service business targets including service retention, lost customers recovery, paid service growth, parts revenue, and warranty control.
• Ensure uniform implementation of service SOPs, diagnostics, and technical processes across dealerships.
• Expand the service network and plan service infrastructure development and capacity enhancement as per potential projection.
• Ensure dealer profitability by improving operational efficiency and monitoring TMs and dealership KPIs such as NPS, CFR, workshop efficiency, and repeat repairs.
• Identify low-performing outlets and lead turnaround strategies through QLQD score reviews, random audit NCs, and coordination with sales and spares teams.
• Ensure timely and effective resolution of critical technical issues from the field, warranty cost control, claim accuracy, and failure trend analysis.
• Analyze new, repeated, and post-modified technical problems and elevate or provide feedback to the technical team while ensuring timely warranty claim generation and parts dispatch.
• Review and coach TM service and service engineers, identify training needs, drive upskilling, and tie up with educational institutions for manpower adequacy.
• Drive customer satisfaction initiatives, promote value-added services, manage escalated complaints, and organize customer engagement activities.
• Review customer complaints generation and resolution with TMs and provide feedback to HO.
• Promote and ensure adoption of digital tools, dashboards, and diagnostic tools.
• Ensure rollout of new model readiness, service campaigns, EV preparedness, and initiatives like doorstep service, quick repair service, EWH, double shift, pickup and delivery.