Area Service Manager

Royal Enfield; Ernakulam; On-site; INR 700,000 - 1,000,000; Full time

Job summary

A leading motorcycle manufacturer is seeking an Area Service Manager responsible for dealer service performance in the assigned territory. The role involves creating customer engagement plans, ensuring customer satisfaction, and managing service department employees. Candidates should have at least 4+ years of experience in extensive service marketing and knowledge of dealer service operations. This position requires strong leadership skills and a commitment to customer service excellence.

Qualifications

• At least 4+ years of experience in service marketing.
• Knowledge of dealer service/parts operations and territory management.
• Experience in managing customer engagement activities.

Responsibilities

• Create customer engagement plans and service marketing strategies.
• Manage service department employees and monitor performance.
• Ensure customer satisfaction by maintaining service quality and timelines.
• Organize service events and monitor their effectiveness.
• Support the understanding of customer profiles and expectations.

Skills

Extensive service marketing

Customer engagement

Performance monitoring

Customer satisfaction

Workshop management

Spare parts management

Job description

Position Overview

Area Manager - Service is responsible for the dealer service performance in the assigned territory and will lead the implementation of various service processes. The incumbent will provide guidance on overall business operations, identify areas for improvements and support the implementation of new projects.

Position Title

Area Service Manager

Reports to

Regional Service Manager

Function

Commercial Operations

What you’ll do

• Create customer engagement plans based on market behavior and competition targeting areas where the potential is high and the turnaround of customer is less
• Responsible for Increase of After Sales Service and thereby increased customer market share
• Responsible for workshop loading and achieving defined targets by number of job orders and service volumes
• Identify their individual needs and provide service required to exceed expectations
• Ensure customer satisfaction through quality and timeliness of work done for customers
• Maximize customer loyalty and retention, by ensuring that customers receive constant care and attention
• Managing all service department employees, as well as monitoring their performance
• Publish customer engagement events organized by Royal Enfield to customers well in advance to increase the hype in the market
• Organize service camps to increase service market share and monitor the efficacy of the service camps centrally with respect to delta revenues to the dealer and Royal Enfield
• Contribute to the development of a strategic business plan for spare parts including market watch, channel partner visits, dealer visits and competitor information
• Ensure effective closing of customer complaints within the agreed timeline, feedback handling and resolution – Onsite
• Lead Product Quality Reporting including collecting Pre Delivery Inspection feedback from distributors and warranty claim parts audit
• Create attractive schemes which will cover the target customer to attempt a service visit to the workshop
• Inform the customer via communication medium like SMS, and social media of RE about the benefits of doing on-time periodic service, service reminders and follow-up calls to increase the revenues, age-wise unique customer market share to the next level
• Intimate customers about benefits on availing services like Extended Warranty, Road Side
• Assistance, insurance renewal, Annual maintenance contracts of RE well in advance
• Provide tips to customers on a daily basis on additional care of the motorcycle and its maintenance
• Conduct routine meetings via web or in-person to understand the ground reality to improve the business among the aftersales regional retail team
• Support the company on understanding current service customers' profile and expectations
• Provide spare parts management support to the Channel Partners and supportive interaction with factory team
• Ensure New Model Service Readiness via Service Training, Initial Parts Kit (planning & procurement), Tools & Equipment's for new models etc.

What you’ll bring

Experience: At least 4+ years of experience in Extensive service marketing , Knowledge of dealer service/ parts operations and Territory and dealer management experience