Job Title / Role: Regional Service Manager

Department: Service (H)

Section: Service (WZROWR1) - West1

Position description:

To drive service business performance and customer satisfaction across the assigned zone by strengthening dealer service operations, improving service quality standards, enhancing dealer profitability, developing the service network, and ensuring achievement of key business and customer experience metrics.

Education Qualification: Bachelor's Degree in Mechanical Engineering / Automobile Engineering or equivalent MBA (preferred)

Required Experience: 14 - 18 Years

Role Description

The incumbent will be responsible for managing the zone's service operations and ensuring continuous improvement in customer experience, dealer profitability, and network performance.

Key responsibilities include:
- Drive Customer Satisfaction and NPS improvement across all channels.
- Reduce customer complaints and improve complaint resolution effectiveness.
- Lead initiatives to improve Online Reputation Management (ORM) performance.




- Provide product quality and serviceability feedback to Head Office.
- Handle critical customer and dealer escalations.
- Expand and strengthen dealer and secondary service networks.
- Improve workshop efficiency and service business growth.
- Ensure implementation of service SOPs and audit compliance.
- Improve dealer capability through structured training and coaching interventions.
- Monitor service KPIs and implement corrective action plans.
- Drive EV and ICE service readiness initiatives.
- Collaborate with cross-functional teams including Sales, Quality, Parts, and Finance.
- Benchmark competitor practices and implement best-in-class service processes.
- Lead continuous improvement initiatives using PDCA methodology.
- Support ESG and sustainability-related service initiatives.

Functional Competency

Service Operations Management
- Dealer Service Operations
- Workshop Management
- Service Revenue Enhancement
- Dealer Pro

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