Area Service Manager

Job description

Job Description Area Service Manager Role Summary The Area Service Manager is responsible for managing service operations within the assigned region, ensuring high customer satisfaction, timely service delivery, operational efficiency, and team performance. Key Responsibilities • Ensure prompt resolution of customer issues and maintain high customer satisfaction. • Oversee service delivery and ensure adherence to service standards, SLAs, and turnaround times. • Lead, mentor, and manage Product Support Engineers, Service Advisors, and Technicians. • Optimize manpower, equipment, and spare parts inventory (COCO & DODO) to support service operations. • Monitor service KPIs, analyze performance, and implement improvement initiatives. • Ensure compliance with company policies, quality standards, and conduct regular service audits. • Manage regional service budgets and optimize operational costs. • Identify training needs and drive technical and behavioral development of the service team. • Build strong customer relationships and collaborate with Sales, Marketing, CRM, and other internal teams. • Conduct product and service awareness camps to educate customers on product usage and preventive maintenance. • Prepare periodic MIS reports, service performance reports, and recommend process improvements. • Handle critical customer escalations and implement contingency plans to ensure uninterrupted service delivery. Qualification & Experience • Bachelor's degree in Engineering (Mechanical, Electrical, Automobile, or related discipline). • 6–10 years of experience in service operations or after-sales service, preferably in the automotive, EV, or manufacturing industry. Key Skills • Service Operations Management • Team Leadership • Customer Relationship Management • Inventory & Spare Parts Management • KPI & Performance Monitoring • Budget Management • Quality & Compliance • Problem Solving & Communication • Cross-functional Coordination