Role & responsibilities
Manage and monitor authorized dealers, service centres and channel partners.
Drive service quality, customer satisfaction and workshop performance.
Achieve service-related business, revenue and customer-retention targets.
Monitor key service KPIs such as:
Workshop productivity
Labour utilization
First-time-right
Vehicle turnaround time
Repeat repairs
Customer complaints
Service retention
Warranty performance
Conduct regular dealer/service-centre audits and identify improvement areas.
Support channel partners in workshop infrastructure, manpower, tools and equipment planning.
Ensure availability and proper management of spares, consumables and service equipment.
Coordinate with Sales, Parts, Technical, Warranty and Customer Care teams for issue resolution.
Handle customer escalations and ensure timely closure of critical complaints.
Implement company service processes, SOPs, warranty policies and technical guidelines.
Develop service personnel through training, coaching and technical capability-building.
Analyze dealer performance and prepare MIS, dashboards and performance reviews for management.
Identify prospects for service-network expansion and channel development.
Benchmark dealer/service-centre performance and drive corrective and preventive actions.
Conduct periodic dealer meetings and communicate recent products, campaigns and service initiatives.