Department: Aftersales (AFS) Designation: Area Service Manager Reporting To: Senior Manager – Aftersales Job

Location:
Territory-Based (Field Role) Pune

Experience:
6–10 Years

Education:
BE/B.
Tech in Mechanical or Automobile Engineering Expected Joining: Immediate joining Role Overview We are looking for an experienced Area Service Manager to manage and improve dealer service operations across an assigned territory. The candidate will be responsible for monitoring dealership workshop performance, ensuring service quality, improving customer satisfaction, managing warranty operations, resolving technical issues and maintaining compliance with OEM service standards. The role requires strong experience in automotive aftersales, dealer service management and field-based workshop operations, along with the ability to drive operational improvements across multiple dealerships.

Key Responsibilities
• Dealer Service & Workshop Operations
• Manage and monitor aftersales and service operations across multiple dealerships within the assigned territory.
• Monitor workshop performance, including technician productivity, vehicle throughput, Work in Progress (WIP), turnaround time (TAT) and repeat repairs.
• Ensure proper implementation of OEM service standards, SOPs and workshop processes.
• Identify operational gaps and drive improvement initiatives to enhance workshop efficiency.
• Customer Satisfaction & Service Quality
• Drive improvements in Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
• Handle customer escalations, repeat repairs and critical service-related complaints.




• Ensure timely resolution of customer concerns and improve overall service experience.
• Implement corrective and preventive actions to address recurring quality issues.
• Technical & Warranty Management
• Provide first-level escalation support for complex vehicle and service-related technical issues.
• Coordinate with technical support teams and Flying Doctor teams for unresolved technical concerns.
• Monitor warranty claims, approvals, rejections, claim quality and warranty costs.
• Ensure adherence to OEM warranty policies and claim procedures.
• Business Performance & MIS
• Monitor and analyse service KPIs, including labour productivity, workshop utilisation, service retention, WIP, TAT, repeat repairs and warranty costs.
• Review dealer performance through Service MIS and identify areas requiring improvement.
• Prepare and review performance reports using MS Excel and PowerPoint.
• Develop and implement action plans to improve dealership service performance.
• Dealer Governance & Network Development
• Ensure dealer compliance with OEM policies, service standards, audit requirements and statutory regulations.
• Coordinate with dealer management, service managers and workshop teams.
• Support new dealer onboarding,



workshop commissioning and service network expansion.
• Build robust working relationships with dealership stakeholders to improve overall service operations. Mandatory Skills & Competencies
• Automotive Aftersales / After Sales Service
• Dealer Service Management
• Workshop Operations Management
• Vehicle Diagnostics and Technical Issue Resolution
• Warranty Management
• Customer Satisfaction (CSI/NPS)
• Dealer Management and OEM Processes
• Service KPI Monitoring and Performance Management
• Dealer Management System (DMS)
• Service MIS and Reporting
• Customer Escalation Management Preferred Skills
• Advanced MS Excel and PowerPoint
• Analytical and Problem-Solving Skills
• Stakeholder Management
• Dealer Performance Improvement
• Strong Communication and Coordination Skills Educational Qualification & Experience
• BE/B.
Tech in Mechanical Engineering or Automobile Engineering.
• MBA is preferred but not mandatory.
• 6–10 years of overall experience in the automotive industry.
• Minimum 3–5 years of relevant experience in field-based dealer service or automotive aftersales operations.
• Experience managing multiple authorised dealerships or service centres is highly preferred. Additional Requirements
• Willingness to travel extensively across the assigned territory.
• Strong understanding of automotive OEM service processes and dealership operations.
• Ability to independently manage dealer performance and customer escalations.

📌 KP_102 - Area Service Manager (Bengaluru)
🏢 Marutee
📍 Bengaluru