Territory Service Manager-Heavy Commercial Vehicle

3 days ago

Chennai, Tamil Nadu, India Amor Management Consultants Full time US$ 80,000 - US$ 1,20,000 per year

Job Purpose:

To ensure effective after-sales service, customer satisfaction, and business growth in the assigned territory by managing service operations, dealer workshops, spare parts, and customer support for Heavy Commercial Vehicles.

Key Responsibilities:

  1. Service Operations & Dealer Management

  2. Manage and monitor dealer service network within the assigned territory.

  3. Drive improvement in service quality, workshop processes, and turnaround time (TAT).
  4. Ensure adherence to OEM service policies, warranty guidelines, and technical standards.

  5. Conduct regular audits of dealer workshops for compliance and process efficiency.

  6. Customer Experience & Support

  7. Ensure quick resolution of customer complaints and service issues.

  8. Build strong customer relationships to enhance brand trust and loyalty.

  9. Monitor KPIs such as service inflow, repeat repairs, and customer satisfaction scores (CSI/NPS).

  10. Business Development

  11. Achieve targets for service market share, spare parts sales, and labour revenue.

  12. Promote service campaigns, AMC (Annual Maintenance Contracts), and extended warranty programs.

  13. Identify new business opportunities in service and parts within the territory.

  14. Technical Support & Training

  15. Provide technical support to dealer service teams for complex vehicle repairs.

  16. Organize regular training programs for dealer technicians and service advisors.

  17. Share best practices across workshops to improve overall service capability.

  18. Reporting & Coordination

  19. Track and analyze service performance metrics on a monthly basis.

  20. Coordinate with internal teams (Sales, Spare Parts, Warranty, and Product Support) for seamless operations.
  21. Submit territory reports, market insights, and competitor analysis to regional office.

Key Performance Indicators (KPIs):

  • Service market share and vehicle inflow growth.
  • Spare parts and labour revenue achievement.
  • Warranty cost control and claim processing efficiency.
  • Customer satisfaction index (CSI/NPS).
  • Dealer capability enhancement (infrastructure, manpower skills, process compliance).

Preferred candidate profile

  • Bachelor's degree/Diploma in Mechanical/Automobile Engineering.
  • 5-10 years of experience in after-sales service of Heavy Commercial Vehicles (OEM or dealership background preferred).
  • Strong knowledge of HCV.
  • Experience in dealer management, customer service, and technical training.

Skills Required:

  • Strong technical and diagnostic skills in HCVs.
  • Dealer network management and business acumen.
  • Customer relationship management.
  • Data analysis and service performance tracking.
  • Excellent communication, leadership, and problem-solving skills.

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