Territory Service Manager

Job Description

Job TitleArea Service Operations Manager (or as applicable: Area Service Manager / Service Operations Manager)Job SummaryWe are seeking an experienced and proactive Area Service Operations Manager to oversee and supervise service operations across our network of dealerships/area offices. The ideal candidate will ensure adherence to quality standards and service-level agreements (SLAs), drive service process improvements, manage customer relationships, lead a team of service professionals, and monitor service performance indicators.Key Responsibilities
• Service Operations Management
  • Manage and supervise service operations within the area office / across assigned dealerships to ensure timely and quality service delivery.
  • Ensure compliance with established quality standards, internal processes, and service-level agreements.
  • Monitor and report on service performance through key performance indicators (KPIs) such as turnaround time, resolution rate, customer satisfaction, and adherence to SLAs.
• Customer & Stakeholder Management
  • Cultivate and maintain strong relationships with key customers, addressing their service requirements, concerns, and ensuring high levels of customer satisfaction and retention.
  • Act as a point of escalation for complex or high-priority customer issues, ensuring prompt and professional resolution.
• Process, Audit & Quality Assurance
  • Implement process changes and improvements across dealerships / service centers to improve efficiency, quality, and consistency of service delivery.
  • Conduct regular warranty audits, process audits, and compliance checks to ensure that all service work and warranty claims are handled correctly and in line with company / regulatory standards.
• Product Campaigns & Market Implementation
  • Lead rollout of new products or service-related offerings in the market / dealerships, managing launch, awareness, and ensuring successful adoption at dealership level.
  • Monitor market feedback and competitive trends; stay updated on industry developments and share competitive product and service-related information with relevant stakeholders.
• Team Leadership & Capability Building
  • Lead, mentor, and develop a team of service professionals technicians, advisors, support personnel ensuring capability building, training, performance management, and adherence to service standards.
  • Foster a culture of continuous improvement, accountability, customer-focus, and operational excellence within the service team.
• Reporting & Stakeholder Coordination
  • Prepare and present regular reports on service operations, performance metrics, audit findings, warranty claims, customer feedback, and improvement initiatives to senior management.
  • Collaborate with other departments (sales, parts, quality, operations) to ensure end-to-end service delivery, resource allocation, and customer satisfaction.
Qualifications & Skills
• Bachelors degree in Business Administration, Engineering, Automobile / Mechanical / relevant discipline or equivalent relevant experience. Preferably with background in automotive / dealership / service operations.
• Proven experience in a service-management or operations role ideally across multiple service centers / dealerships / branches.
• Strong leadership and team-management skills; ability to mentor and build a high-performance service team.
• Excellent customer-facing, interpersonal and communication skills; skilled at stakeholder management, customer retention and complaint resolution.
• Solid understanding of service operations, warranty processes, quality assurance, process audits, and performance metrics monitoring.
• Data-driven mindset: ability to monitor KPIs, analyze service metrics, identify improvement areas and implement process improvements.
• Ability to handle multiple dealership mandates / service locations, manage high workload, and adapt to dynamic work environment.
• Market awareness: knowledge of industry trends, competitive products / services, and ability to implement new product/service rollouts efficiently.

Keyskills :
warrantymanagementserviceleadershipsupportprocessperformanceretentionmonitoringchangesoperationscustomerproductcusomerteamestablishmentdealer