• Dealer Workshop Management:
• Monitor and guide dealer workshops on operational efficiency, manpower productivity, and workshop infrastructure.
• Ensure adherence to Kia’s service processes, SOPs, and standards.
• Regular audits and performance reviews of service dealerships.
• Customer Experience Enhancement:
• Drive CSI (Customer Satisfaction Index) & NPS (Net Promoter Score) improvements through dealer support.
• Handle escalated customer complaints, analyze root causes, and provide resolution strategies.
• Support dealers in managing customer retention and loyalty programs.
• Service KPI Monitoring:
• Track KPIs such as revenue, labor utilization, job mix, parts-to-labor ratio, warranty costs, etc.
• Identify gaps and provide training or process corrections to improve metrics.
• Technical Support & Training:




• Coordinate with the technical team for complex issues and support dealers in field fixes.
• Conduct regular in office training and knowledge sharing sessions for dealer service teams.
• Warranty and Policy Compliance:
• Monitor warranty claims, evaluate claim trends, and ensure compliance with corporate policies.
• Support in implementing field actions, service campaigns, and recalls.
• Market Feedback and Reporting:
• Provide feedback to HO on product performance, recurring issues, and regional trends.
• Submit monthly reports on dealer performance and field activities.

Dealership Handling, Aftersales, Field Service, Service Operations

📌 Area Service Field Manager Gurugram
🏢 Kia India
📍 Gurugram