Territory Service Manager

TVS Motor Company; Chennai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

TVS Motor Company in Chennai seeks a Territory Service Manager to supervise daily operations of authorized service centers and ensure compliance with TVS SOPs, coordinating with sales and parts for seamless service.

The role drives audits, dealer visits, diagnostics support, and KPI improvement (NPS, CFR, inflow). It also mentors dealer teams, promotes digital tools, and participates in new model rollouts and manpower planning.

Job description

TVS Motor Company is a reputed two andthree-wheeler manufacturer globally, championing progress through SustainableMobility with four state-of-the-art manufacturing facilities in Hosur, Mysuruand Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacyof Trust, Value, and Passion for Customers and Exactness, we take pride inmaking internationally aspirational products of the highest quality throughinnovative and sustainable processes. We are the only two-wheeler company tohave received the prestigious Deming Prize. Our products lead in theirrespective categories in the J.D. Power IQS and APEAL surveys. We have beenranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Surveyfor consecutive four years. Our group company Norton Motorcycles, based in theUnited Kingdom, is one of the most emotive motorcycle brands in the world. Oursubsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG)and EGO Movement have a leading position in the e-bike market in Switzerland.TVS Motor Company endeavours to deliver the most superior customer experienceacross 80 countries in which we operate.

Job Title / Role: Territory Service Manager

Department: Service (H)

Section: Service (SR1AOTN1) TTY - Chennai 1

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 esc…
• - 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