Dealer Manager
1 day ago
Role & responsibilities
- Job Title
Dealer Manager -Technical Services
- Location
Ahmedabad, Chennai,Kolkotta
- Reporting to
Regional Service Manager
- Job Purpose / Summary
The Dealer Service Manager will be responsible for managing and supporting the
service operations of authorized dealers to ensure high levels of customer satisfaction,
compliance with company standards, and growth of aftermarket business. The role
involves monitoring dealer performance, providing technical guidance, training service
personnel, and implementing service policies to build long-term customer loyalty.
- Key Responsibilities
• Drive service excellence across dealer field service operations
• Monitor dealer performance on key KPIs (MTTR, CSat, Response rates , Service
quality).
• Implement company service processes, tools, and systems across the dealer
network.
• Conduct periodic audits of dealer for infrastructure, process adherence, and site
audits for I&C.
• Support dealers in resolving complex technical issues and escalations.
• Conduct training and capability-building programs for dealer service teams.
• Ensure effective warranty administration and policy compliance.
• Review of dealer service reports to ensure quality service and facilitate lead
generation for spare part business.
• Work closely with sales and parts teams to maximize aftermarket revenue.
• Capture market intelligence and provide feedback to product/service teams.
• Develop action plans for underperforming dealers and drive improvements.
- Desired Skills & Competencies
• Strong technical knowledge of boilers/heaters/utility house products and service
operations .
• Good people management and relationship-building skills.
• Customer-centric mindset with problem-solving ability.
• Excellent communication and training skills.
• Data-driven approach; ability to analyze service KPIs and drive improvements.
• Willingness to travel extensively across assigned dealer territories.
- Qualifications & Experience
• Bachelors degree/ Diploma in Engineering
(Mechanical/Electrical/Chemical/Instrumentation) preferred.
• 512 years of experience, with at least 3–5 years in dealer service management
or field service leadership or spare parts sales
• Exposure to managing service networks, warranty systems, and customer
satisfaction programs.
- Performance Metrics
• Dealer MTTR and Csat
• %%%%%
• Warranty cost management.
• Service coverage and response time.
• Dealer compliance with audits and process standards.
Dealer AMC penetration and spare parts lead generation
Preferred candidate profile
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