[기아] Area Service Field Manager 채용

기아; India; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Bzpp in Gurugram, Haryana, India seeks a Dealer Workshop Manager to oversee and optimize dealer workshop operations, ensure adherence to brand SOPs, and drive customer satisfaction through proactive service management.

The role focuses on training, audits, warranty compliance, and reporting to HQ, with a strong emphasis on field actions and dealer loyalty programs.

Qualifications

• Dealership handling skills relevant to automotive service networks.
• Experience in aftersales and service operations management.
• Field service coordination and dealer support experience.

Responsibilities

• Monitor and guide dealer workshops on operational efficiency, manpower productivity, and workshop infrastructure.
• Ensure adherence to Kia’s service processes, SOPs, and standards.
• Regular audits and performance reviews of service dealerships.
• Drive CSI and NPS improvements through dealer support.
• Handle escalated customer complaints, analyze root causes, and provide resolution strategies.
• Support dealers in managing customer retention and loyalty programs.
• Track KPIs such as revenue, labor utilization, job mix, parts-to-labor ratio, warranty costs, etc.
• Identify gaps and provide training or process corrections to improve metrics.
• Coordinate with the technical team for complex issues and support dealers in field fixes.
• Conduct regular on-site training and knowledge sharing sessions for dealer service teams.
• Monitor warranty claims, evaluate claim trends, and ensure compliance with corporate policies.
• Support in implementing field actions, service campaigns, and recalls.
• Provide feedback to HO on product performance, recurring issues, and regional trends.
• Submit monthly reports on dealer performance and field activities.

Skills

Dealership Handling

Aftersales

Field Service

Service Operations

Education

B. Tech/BE/MBA

Job description

Dealer Workshop Management

• Monitor and guide dealer workshops on operational efficiency, manpower productivity, and workshop infrastructure.


• Ensure adherence to Kia’s service processes, SOPs, and standards.


• Regular audits and performance reviews of service dealerships.

Customer Experience Enhancement

• Drive CSI (Customer Satisfaction Index) & NPS (Net Promoter Score) improvements through dealer support.


• Handle escalated customer complaints, analyze root causes, and provide resolution strategies.


• Support dealers in managing customer retention and loyalty programs.

Service KPI Monitoring

• Track KPIs such as revenue, labor utilization, job mix, parts-to-labor ratio, warranty costs, etc.


• Identify gaps and provide training or process corrections to improve metrics.

Technical Support & Training

• Coordinate with the technical team for complex issues and support dealers in field fixes.


• Conduct regular on-site training and knowledge sharing sessions for dealer service teams.

Warranty and Policy Compliance

• Monitor warranty claims, evaluate claim trends, and ensure compliance with corporate policies.


• Support in implementing field actions, service campaigns, and recalls.

Market Feedback and Reporting

• Provide feedback to HO on product performance, recurring issues, and regional trends.


• Submit monthly reports on dealer performance and field activities.

Skills Required

• Dealership Handling


• Aftersales


• Field Service


• Service Operations

Location

Gurugram, Haryana, India

Education/Qualification

B. Tech/BE/ MBA

Years Of Experience

4 to 8 years