1. Job Purpose

To manage and improve after-sales service operations across the assigned territory by driving dealer/service-centre performance, customer satisfaction, service revenue, repair quality, warranty compliance and adherence to OEM service standards.

2. Key Responsibilities

- Manage service operations across assigned dealerships, authorized service centres and service points.
- Drive service volume, revenue, retention and profitability targets.
- Monitor key KPIs including CSI/NPS, service retention, TAT, first-time-right, repeat repairs, productivity and dealer profitability.
- Conduct regular dealer visits, performance reviews and service-process audits.
- Identify performance gaps and implement corrective and preventive action plans.
- Ensure adherence to OEM service processes, quality standards, safety requirements and SOPs.
- Support dealers in improving workshop infrastructure, manpower, equipment and service capacity.
- Provide technical support for difficult repairs, repeated failures and escalated customer complaints.
- Monitor warranty claims, warranty recovery and policy compliance.
- Analyse service data and prepare MIS/reports for management.
- Drive genuine spare-parts, accessories, AMC/service-contract and other after-sales revenue opportunities.
- Coordinate service campaigns, recalls, product updates and new-model service readiness.
- Develop and monitor technician/service-advisor training plans.
- Work closely with Sales, Parts, Warranty, Technical, Quality, R&D; and Network Development teams.
- Monitor competitor activities, market trends and customer feedback.
- Support dealer network expansion and improvement of existing service outlets.




- Ensure timely resolution of customer escalations and maintain strong dealer/customer relationships.

3. Key Performance Indicators

- Customer Satisfaction / NPS
- Service Retention
- Paid Service Volume
- Service Revenue
- Dealer Profitability
- Workshop Productivity
- First-Time-Right (FTR)
- Repeat Repair Ratio
- Turnaround Time (TAT)
- Warranty Recovery
- Parts Availability / Parts Sales
- Training Compliance
- Audit Compliance
- Service Network Capacity

These measures are consistent with KPIs appearing in current automotive ASM roles.

4. Qualification

- Diploma / Bachelor's degree in Electronics Engineering.
- Additional OEM technical/service certifications are desirable.
- EV/Hybrid vehicle knowledge is an advantage.

5. Experience

- Typically 5–10+ years of automotive after-sales/service experience, depending on seniority.
- Experience with an automotive OEM, dealer network or large service organisation preferred.
- Prior experience in dealer management / regional or area service operations is highly desirable. Current OEM postings commonly specify around 7–12 years for bachelor’s-degree candidates.

6. Required Skills

- Strong automotive technical and diagnostic knowledge
- Dealer management
- Service-process and workshop knowledge
- Customer complaint and escalation management
- Warranty management
- KPI/MIS analysis
- Problem solving and Root Cause Analysis
- Team leadership and people development
- Negotiation and conflict management
- Solid communication and presentation skills
- MS Excel, PowerPoint, and DMS/CRM proficiency
- Willingness to travel extensively

Pay: ₹30,000.00 - ₹50,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 Area Service Manager (Mumbai)
🏢 Run Service Infocare
📍 Mumbai