Senior Manager - Service

Yokohama; New Delhi; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Yokohama in Delhi is seeking a Senior Manager Service to lead the After Sales / Technical Service function for the region. You will oversee warranty claims, resolve customer complaints, analyze tyre defects, and drive dealer capability development and service quality improvements.

The role requires strong leadership, deep technical knowledge in tyre/automotive service, and proven ability to coordinate with sales, product and marketing teams to enhance dealer and customer experience.

Qualifications

• Diploma or BE/B.Tech in Mechanical/Automobile Engineering.
• 10+ years in tyre/automotive technical service and warranty function.
• Strong leadership and data interpretation capabilities.

Responsibilities

• Lead After Sales/Technical Service for the region and support dealers and customers.
• Own warranty claims management and ensure timely processing.
• Monitor warranty TAT, identify bottlenecks and implement fixes.
• Resolve critical customer complaints through investigations and dealer visits.
• Oversee tyre defect analysis and identify recurring issues.
• Analyse dealer warranty trends and recommend corrective actions.
• Drive dealer visits, audits and capability-building interventions.
• Plan and conduct technical/service training for OE and Replacement dealers.
• Conduct market and OE surveys to identify trends and gaps.
• Prepare market intelligence on tyre and vehicle launches and competitors.
• Develop service improvement initiatives from data and market insights.
• Collaborate with Sales, Marketing and Product teams to resolve field issues.
• Provide MIS, dashboards and reports on warranty and service performance.

Skills

Technical Service

Warranty management

Dealer support

Customer complaint handling

Leadership

Data analysis

MS Office

Communication skills

Stakeholder management

MS Excel

PowerPoint

Outlook

Education

Diploma or BE/B.Tech in Mechanical/A Automobile Engineering

Job description

SENIOR MANAGER SERVICE

Position Title: Senior Manager Service

Position Objective

Lead and drive the overall After Sales / Technical Service function for the assigned region, with responsibility for warranty claim management, customer complaint resolution, tyre defect analysis, dealer capability development, market intelligence and service quality improvement.

Location: Delhi

Reports To: Head – Service

Key Responsibilities

• Lead the overall After Sales / Technical Service function for the assigned region and ensure effective service support to dealers and customers.
• Own warranty claim management for assigned states/region and ensure claims are processed and resolved within the defined YIN policies and timelines.
• Monitor warranty claim adjustment TAT, identify bottlenecks and drive corrective actions to improve turnaround time and service effectiveness.
• Lead resolution of critical customer complaints through appropriate investigation, dealer visits and coordination with relevant internal stakeholders.
• Oversee incoming claim tyre defect analysis and ensure systematic identification of recurring product/service issues.
• Analyse dealer-wise warranty claim trends, identify abnormal claim patterns and recommend corrective and preventive actions.
• Drive dealer visits, audits and capability-building interventions for dealers with high claim ratios, incorrect adjustments or recurring service issues.
• Plan and conduct technical/service training programs for OE and Replacement dealers to strengthen product knowledge, claim processes and service capability.
• Conduct and review market surveys, OE surveys and competitor benchmarking to identify market trends, product/service gaps and emerging requirements.
• Ensure timely preparation and submission of market intelligence, including information on new tyre launches, new vehicle launches, competitor activities and relevant market developments.
• Develop actionable service improvement initiatives based on warranty data, customer complaints, tyre analysis and market intelligence.
• Work closely with Sales, Marketing, Product Management and other relevant functions to resolve field issues and improve customer/dealer experience.
• Provide regular MIS, dashboards and management reports on warranty claims, complaint status, key trends, service performance and corrective actions.
• Coach and guide service team members, where applicable, and build a strong technical and customer‑centric service culture.

Candidate Profile

Education: Diploma or BE/B.Tech, preferably in Mechanical / Automobile Engineering.

Industry Experience: Minimum 10 years of relevant experience, preferably in the tyre industry / automotive sector, with strong exposure to PCR tyres and technical/service functions.

Technical & Service Experience: Strong experience in Technical Service, warranty management, tyre defect analysis, customer complaint management and dealer service support.

Leadership Experience: Demonstrated experience in independently managing a regional service function, leading stakeholders and driving service improvement initiatives.

Analytical Skills: Strong logical thinking, data interpretation and analytical skills, with the ability to identify trends and convert service data into actionable recommendations.

Customer & Dealer Management: Strong capability to handle critical customer/dealer issues, conduct field visits and build effective dealer relationships.

Communication: Excellent communication, presentation and stakeholder‑management skills.

IT Skills: Proficient in MS Office, particularly Excel, PowerPoint and Outlook/Email; ability to prepare MIS and management reports.

Key Competencies

• Technical & Service Expertise
• Customer Centricity
• Dealer Management
• Analytical & Problem‑Solving Skills
• Leadership & Team Management
• Stakeholder Management
• Business & Market Acumen
• Communication & Presentation Skills