MGR (SERVICE LATAM 1 - EBU)

Bajaj Auto Limited; India; On-site; INR 4,826,000 - 6,971,000; Full time

Job summary

Bajaj Auto Limited is seeking a Manager– Service (North LATAM) to drive service excellence across LATAM markets from Mexico City, with frequent travel. You will strengthen distributor service capabilities, resolve technical issues, and ensure consistent application of Bajaj service standards across markets.

Qualifications include a Graduate Engineer in Mechanical/Automobile Engineering and 3–10 years of experience in the automobile sector.

Qualifications

• Graduate Engineer in Mechanical or Automobile Engineering required.
• 3–10 years total experience; automobile industry background preferred.
• Strong technical and problem-solving skills with ability to coach distributors.

Responsibilities

• Develop and strengthen service networks across LATAM markets.
• Ensure Bajaj service standards are applied through distributors and dealer centers.
• Provide technical guidance and coordinate root-cause analyses with Product Support and R&D teams.
• Build distributor capability through trainings and workshops on diagnostics, repairs, and service quality.
• Monitor customer satisfaction and drive continuous improvements in after-sales service.

Skills

Strong technical understanding

Analytical problem-solving

Communication & Stakeholder management

Leadership and influence

Education

Graduate Engineer (Mechanical / Automobile Engineering)

Job description

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Role Title: Manager– Service (North LATAM)
Function: Service
Department: Export Business Unit (EBU)
Location: Mexico City (Travel across LATAM)
Grade / Level: EX

Job Purpose

To drive service excellence across the LATAM region by strengthening distributor service capabilities, resolving technical issues, improving customer satisfaction, and ensuring effective implementation of Bajaj Auto’s service standards and processes across markets.

Reporting Structure

Reporting To: GM / VP – Service, Export Business Unit
Direct Reportees: Nil

Educational Qualification

• Graduate Engineer (Mechanical / Automobile Engineering)

Experience

• Total Experience: 3 – 10 years
• Preferred Industry Background: Automobile industry (2W / 3W / CV / 4W)

Key Responsibilities

1. Service Network Development

• Support distributors in establishing and strengthening service networks across LATAM markets.
• Ensure implementation of Bajaj service standards and processes across distributor workshops and dealer service centers.
• Monitor service readiness for new product launches and market expansion.

2. Technical Support & Issue Resolution

• Provide technical guidance and support to distributors and service teams for product-related issues.
• Conduct root cause analysis of field failures and coordinate with Bajaj Product Support and R&D teams.
• Ensure timely resolution of critical service issues affecting customer experience.

3. Distributor Capability Development

• Work closely with distributors to build service capabilities and technical expertise within their teams.
• Conduct technical trainings and service workshops for distributor and dealer service personnel.
• Strengthen distributor processes related to diagnostics, repairs, and service quality.

4. Customer Satisfaction & Service Quality

• Monitor and improve customer satisfaction metrics across LATAM markets.
• Ensure high levels of service quality, turnaround time, and technical resolution efficiency.
• Drive initiatives to improve after-sales experience and brand perception.

5. Market Feedback & Product Improvement

• Capture and analyze field feedback on product performance and service challenges.
• Present technical insights and recommendations to Bajaj Product Support and R&D teams for product improvements tailored to market needs.

Technical / Functional

• Strong technical understanding of automotive systems
• Ability to analyze and resolve product-related technical issues
• Understanding of service management and service network development

Behavioural

• Strong analytical and problem-solving skills
• Effective communication and stakeholder management
• Ability to influence distributor leadership and drive execution
• Leadership maturity to work with senior management of multiple distributors
• Capability to conduct detailed technical investigations and present insights to internal technical teams

Travel Requirement

Frequent travel across LATAM markets to support distributor service operations and technical initiatives.