Job Description
Job Description – Regional Service Manager (Channel Partner Support)Location: [Insert Location]
Department: Customer Care / Service Operations
Reporting To: Zonal / Regional Customer Care Manager
Role Overview:- The Regional Service Manager will be responsible for ensuring effective service delivery at channel partner (dealer) level by driving service infrastructure, manpower capability, spare parts management, and customer satisfaction. The role ensures profitability of dealers through service initiatives, builds customer loyalty through complaint resolution, and strengthens organizational competitiveness through structured service audits and product feedback.
Key Responsibilities:-
Service Infrastructure & Capability Building
Ensure standardized service infrastructure, facilities, and manpower quality across channel partners.
Guide and conduct on-the-job technical training for service mechanics to resolve problems and remove bottlenecks at dealerships.
Support the installation and setup of service infrastructure, systems, and processes at new dealerships.
Customer Service & Complaint Management
Attend and resolve critical customer complaints and monitor customer satisfaction levels (CSI).
Ensure CSI score targets are achieved by driving improvement action plans at dealerships.
Provide timely product feedback to the HO Product Monitoring Cell on critical and new defects.
Dealer Profitability & Service Business Growth
Drive dealer profitability through service packages, service coverage expansion, free service utilization, post-warranty jobs, and annual maintenance contracts (AMCs).
Ensure dealers meet spare parts sales targets and promote company-branded oil sales.
Coordinate timely spare parts order execution for channel partners.
Audit, Compliance & Warranty
Ensure adherence to warranty claims processes at dealer level.
Conduct periodic service audits as per company norms and recommend corrective actions.
Market Intelligence & Feedback
Provide feedback on competition service schemes and share inputs with Head of Service and Regional Customer Care Manager.
Collaborate with HO to support product monitoring, quality improvement, and technical updates.
Training & Development
Ensure product and service training for dealers, workshop managers, and service mechanics.
Desired Candidate Profile Education: Diploma / Bachelor’s Degree in Mechanical / Automobile Engineering (preferred).
Experience: 5–10 years of experience in Service Operations, Customer Care, or Technical Support (Automotive / Farm Equipment / Engineering industries preferred).
Strong exposure to dealer management, service audits, and customer complaint resolution.
Key Skills & Competencies:-In-depth knowledge of service operations and technical problem-solving.
Strong understanding of spares management and warranty processes.
Excellent training, coaching, and dealer relationship management skills.
Strong customer focus and ability to handle escalations.
Analytical mindset with ability to evaluate dealer performance and drive improvements.
Good communication skills (written and verbal) with proficiency in English, Hindi, and regional language preferred.
