Regional Service Manager - Gujarat

Welspun World; Kalol; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

Welspun World is seeking a Regional Service Manager – Gujarat to oversee after-sales service operations across the Gujarat region. You will lead regional service teams, coordinate with franchisees and service partners, ensure timely installations and swift resolution of complaints, and drive service revenue through AMC sales and spare parts.

The ideal candidate has 8–12 years of experience in regional service management, strong leadership, customer escalation handling, and channel partner

Qualifications

• 8–12 years of relevant experience in after-sales service, field service management, or service operations.
• Proven experience in managing regional or multi-location service operations within manufacturing or services.
• Experience in team management, franchisee development, and dealer/channel partner coordination.
• Good knowledge of AMC, spare parts sales, warranty management, and service revenue generation.

Responsibilities

• Manage end-to-end after-sales service operations across Gujarat, ensuring timely installation, commissioning, maintenance, and complaint resolution.
• Lead regional service teams, ensuring achievement of service delivery targets and KPIs.
• Develop and strengthen the service franchisee network to improve coverage and customer experience.
• Drive service revenue through AMC sales, spare parts, installations, and other service offerings.
• Monitor CRM and customer support to ensure timely closure of complaints and escalation handling.
• Build relationships with dealers, distributors, retailers, franchisees, and key customers to resolve service concerns.

Skills

Regional service management

Team leadership

Channel partner coordination

CRM systems

Education

Bachelor's degree in Engineering – Civil

Job description

We're Hiring | Regional Service Manager Gujarat

Location: Gujarat

Department: Sales Service

Reporting To: Head – Sales Service

Experience: 8–12 Years

About the Role

We are looking for an experienced and result-oriented Regional Service Manager – Gujarat to manage and strengthen after-sales service operations across the region. The role will be responsible for leading regional service teams, managing franchisees and service partners, ensuring timely installation and complaint resolution, improving customer satisfaction, and supporting service revenue growth through Annual Maintenance Contracts (AMCs), spare parts sales, and installation services.

The ideal candidate should have strong experience in regional service management, team leadership, customer escalation handling, and channel partner coordination within a manufacturing or service-oriented organization.

Key Responsibilities

• Manage end-to-end after-sales service operations across Gujarat, ensuring timely installation, commissioning, maintenance, and complaint resolution.
• Lead, guide, and monitor regional service teams, ensuring achievement of service delivery targets and defined KPIs.
• Develop and strengthen the service franchisee network across the region to improve service coverage, response time, and customer experience.
• Drive service revenue through AMC sales and renewals, spare parts sales, installations, and other service offerings.
• Monitor CRM and customer support operations to ensure timely complaint closure, SLA compliance, and effective escalation management.
• Build strong relationships with dealers, distributors, retailers, franchisees, and key customers to resolve service concerns and improve customer satisfaction.
• Monitor spare parts availability, inventory levels, and service logistics in coordination with warehouses and the supply chain team.
• Control warranty costs by monitoring claims, identifying recurring product failures, and coordinating corrective actions with Manufacturing and Quality teams.
• Conduct regular regional performance reviews, analyze service data, and implement action plans to achieve operational and commercial targets.
• Ensure quality standards through periodic installation audits, service quality checks, and compliance with company processes.
• Identify team training needs and improve the technical capabilities, productivity, and customer-handling skills of service personnel.
• Collect and share customer feedback and field failure data with relevant internal teams to support product and process improvements.
• Ensure adherence to company policies, commercial controls, documentation requirements, and applicable statutory guidelines.

Educational Qualifications

• Bachelor's degree in Engineering – Civil

Experience and Skills

• 8–12 years of relevant experience in after-sales service, field service management, or service operations.
• Prior experience managing regional or multi-location service operations, preferably in a manufacturing organization.
• Proven experience in team management, franchisee development, and dealer/channel partner coordination.
• Good understanding of AMC business, spare parts sales, warranty management, and service revenue generation.
• Experience in customer escalation management, CRM systems, service reporting, and performance monitoring.
• Strong leadership, analytical, communication, negotiation, and problem-solving skills.
• Ability to travel extensively across Gujarat for service reviews, partner visits, and customer escalations.
• Proficiency in MS Excel and service management systems is desirable.

Key Performance Indicators (KPIs)

• Regional customer satisfaction and reduction in repeat complaints.
• Service response time, turnaround time, and SLA compliance.
• Achievement of AMC, spare parts, and installation revenue targets.
• Service network coverage and franchisee performance.
• Warranty cost optimization and reduction in recurring product failures.
• Spare parts availability and reduction in service delays.
• Team productivity, service quality, and compliance with company standards.

Why Join Us?

• Opportunity to lead and strengthen regional service operations.
• Exposure to customer relationship management, service business growth, and operational improvement.
• Opportunity to build a high-performing regional service team and contribute directly to business performance.