Zonal Service Manager

Oben Electric Vehicles; Kolkata District; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

Oben Electric is seeking an experienced Zonal Service Manager to lead after-sales service operations across the assigned zone. You will drive dealer performance, customer satisfaction, and service quality in a fast-paced EV environment.

The ideal candidate has 6–10 years in after-sales service, strong technical knowledge of automotive service operations, and proven field team leadership abilities. This role requires field-based/work-in-the-field responsibilities across the zonal network.

Qualifications

• Bachelor's degree or diploma in Mechanical, Automobile, Electrical, or related engineering discipline.
• 6-10 years of experience in after-sales service operations, preferably automotive/electric two-wheeler.
• Experience managing service operations across multiple locations or a geographic zone.
• Strong understanding of vehicle diagnostics, repair processes, warranty management, and dealer networks.

Responsibilities

• Oversee zonal after-sales service operations across the assigned zone.
• Drive service performance, efficiency, and adherence to service policies.
• Monitor dealer/service centre productivity, TAT, repairs quality, and customer complaints.
• Conduct regular field visits to assess performance and identify improvements.
• Ensure availability of tools, spare parts, and trained technicians across the zone.
• Build relationships with dealers and service partners to improve service delivery.
• Lead field service teams to achieve KPIs and customer satisfaction.

Skills

Field service leadership

Dealer management

Service operations

Team leadership

Education

Engineering degree (Mechanical/Automotive/Electrical)

Job description

Job Description Zonal Service Manager

Company: Oben Electric
Department: After-Sales Service
Location: Zonal / Field-Based
Experience: 10+ Years
Industry Preference: Electric Vehicles (EV), Automotive, Two-Wheeler, or Automobile Service

Role Overview

Oben Electric is looking for an experienced and result-oriented Zonal Service Manager to lead after-sales service operations across an assigned zone. The role will be responsible for managing service networks, driving customer satisfaction, ensuring service quality, improving dealer and service partner performance, and achieving key service operational targets.

The ideal candidate should have strong technical knowledge of automotive service operations, excellent dealer management skills, and the ability to lead field service teams in a fast-paced EV environment.

Key Responsibilities

1. Zonal Service Operations

• Manage and oversee after-sales service operations across the assigned zone, ensuring consistent service standards across dealerships and authorized service centres.
• Drive service performance, operational efficiency, and adherence to company service policies and processes.
• Monitor service centre productivity, turnaround time (TAT), repair quality, and customer complaint resolution.
• Conduct regular field visits to dealerships and service centres to assess operational performance and identify improvement areas.

2. Dealer & Service Network Management

• Support the development, onboarding, and operational readiness of authorized service centres and dealer service networks.
• Monitor dealer performance against service KPIs and implement corrective action plans where required.
• Ensure adequate availability of service tools, diagnostic equipment, spare parts, and trained technicians across the zone.
• Build strong relationships with dealers and service partners to improve service delivery and customer experience.

3. Customer Experience & Complaint Management

• Drive customer satisfaction through timely resolution of service complaints and escalations.
• Monitor customer feedback, service quality, repeat repairs, and customer satisfaction metrics.
• Coordinate with internal teams to resolve critical technical issues and recurring customer concerns.
• Implement initiatives to improve customer retention and overall after-sales experience.

4. Technical Support & Quality Improvement

• Coordinate with technical, product, engineering, and quality teams to resolve complex vehicle issues.
• Analyse recurring failures, warranty claims, and service trends to identify root causes and implement preventive measures.
• Ensure proper execution of service campaigns, product updates, recalls, and technical service bulletins, as applicable.
• Drive first-time-right repairs and minimize repeat complaints.

5. Spare Parts & Warranty Management

• Ensure timely availability and efficient distribution of spare parts across the service network.
• Monitor spare parts consumption, inventory levels, pending orders, and stock availability.
• Oversee warranty claim processing, validation, and timely closure in line with company policies.
• Work with supply chain and warehouse teams to address parts shortages and improve service readiness.

6. Team Management & Capability Development

• Lead, mentor, and develop zonal service teams, field service engineers, and service centre personnel.
• Identify training needs and ensure technicians and service advisors receive appropriate technical and process training.
• Conduct regular performance reviews and drive accountability against individual and team KPIs.
• Build a strong service culture focused on customer satisfaction, technical excellence, and operational discipline.

7. Performance Monitoring & Reporting

• Track and report key service metrics, including service turnaround time, customer satisfaction, warranty costs, repeat repairs, service revenue, and spare parts availability.
• Analyse zonal performance and prepare periodic reports for senior management.
• Develop action plans to improve service productivity, reduce operational costs, and enhance service network performance.
• Ensure compliance with company policies, applicable safety standards, and relevant service regulations.

Required Qualifications & Experience

• Bachelor's degree or diploma in Mechanical, Automobile, Electrical, or a related engineering discipline.
• 6-10 years of experience in after-sales service operations, preferably in the automotive or electric two-wheeler industry.
• Prior experience managing service operations across multiple locations or a geographical zone.
• Strong understanding of vehicle diagnostics, repair processes, warranty management, spare parts operations, and dealer service networks.