Territory Service Manager

TVS Motor; Bhopal; On-site; INR 800,000 - 1,200,000; Full time

Job summary

TVS Motor in India seeks a service operations supervisor to oversee authorized service centers in Madhya Pradesh. You will ensure SOP compliance, coordinate with sales and parts teams, and drive improvements in service KPIs and profitability, while mentoring dealer technicians and promoting digital tools.

The role involves audits, customer engagement, and supporting new model rollouts to keep dealerships technically prepared and customer-centric.

Responsibilities

• Supervise daily operations of authorized service centers ensuring compliance with TVS SOPs.
• Conduct regular audits and dealer visits to assess service readiness and performance.
• Coordinate with sales and parts teams for seamless end-to-end service support.
• Analyze technical issues and escalat through PPFR/TVS forum, ensuring timely warranty claims and parts dispatch.
• Support dealership technicians with diagnostics, troubleshooting, and repair quality assurance.
• Monitor and improve key service KPIs like NPS, CFR, service inflow, and customer retention.
• Drive improvements in free-to-paid service ratio, workshop productivity, and service profitability.
• Act as escalation point for unresolved customer complaints and ensure closure within 48 hours.
• Organize customer engagement activities like service camps, loyalty programs, and promote digital booking and instant feedback.
• Coach and mentor dealer teams on manpower planning, recruitment, training, and skill development including OJT and certification programs.
• Encourage adoption of digital tools, diagnostic apps, and new service technologies at dealerships.
• Implement service campaigns, LRP initiatives, and best practices including floor management systems for improved workflow and efficiency.
• Drive continuous process improvements through Kaizen and innovative service initiatives.
• Support new model rollout ensuring dealership service readiness and technical preparedness.
• Collaborate with dealer owners to create manpower backup plans and individual development plans (IDPs) for career growth

Job description

Role & responsibilities

• Supervise daily operations of authorized service centers ensuring compliance with TVS SOPs.
• Conduct regular audits and dealer visits to assess service readiness and performance.
• Coordinate with sales and parts teams for seamless end-to-end service support.
• Analyze technical issues and escalat through PPFR/TVS forum, ensuring timely warranty claims and parts dispatch.
• Support dealership technicians with diagnostics, troubleshooting, and repair quality assurance.
• Monitor and improve key service KPIs like NPS, CFR, service inflow, and customer retention.
• Drive improvements in free-to-paid service ratio, workshop productivity, and service profitability.
• Act as escalation point for unresolved customer complaints and ensure closure within 48 hours.
• Organize customer engagement activities like service camps, loyalty programs, and promote digital booking and instant feedback.
• Coach and mentor dealer teams on manpower planning, recruitment, training, and skill development including OJT and certification programs.
• Encourage adoption of digital tools, diagnostic apps, and new service technologies at dealerships.
• Implement service campaigns, LRP initiatives, and best practices including floor management systems for improved workflow and efficiency.
• Drive continuous process improvements through Kaizen and innovative service initiatives.
• Support new model rollout ensuring dealership service readiness and technical preparedness.
• Collaborate with dealer owners to create manpower backup plans and individual development plans (IDPs) for career growth