Territory Manager Service

Role Overview

The Territory Service Manager is tasked with enhancing customer engagement and delivering superior ownership experiences within the dealer network. This role involves close collaboration with dealerships and Authorized Service Centres (ASCs) to promote service excellence, boost uptake of value-added offerings, and drive strong service business outcomes. Focus areas include augmenting customer satisfaction, enforcing operational best practices using a balanced performance approach, and providing field-level product support through customer feedback analysis and timely integration of product enhancements and technical remedies.

Key Responsibilities

• Collaborate with dealerships to escalate service revenue and workshop profitability.
• Enhance customer retention via execution of both complimentary and paid service campaigns.
• Promote higher usage of Hero Genuine Parts, Hero Genuine Oil, Annual Maintenance Contracts (AMC), and other ancillary services.
• Spot business development opportunities and implement initiatives for dealership performance uplift.
• Elevate customer satisfaction and loyalty by ensuring high-quality service delivery at dealerships.
• Track and improve customer experience metrics via targeted improvement plans.
• Facilitate prompt resolution of customer issues through cohesive engagement with relevant stakeholders.
• Investigate recurring challenges and enforce preventive strategies throughout the dealer network.
• Support field application of product improvements and technical countermeasures.
• Guarantee consistent adherence to service processes, workshop standards, and operational best practices.
• Drive workshop productivity by enforcing process compliance and leveraging digital service solutions.
• Enhance spare parts availability, optimize inventory management, and assure repair quality.
• Regularly monitor Pre-Delivery Inspection (PDI), repair quality, and adherence to service protocols.
• Ensure timely submission and closure of warranty and service claims while decreasing claim rejections through better compliance and documentation.
• Contribute to quality enhancement programs by systematically providing structured feedback from the field.
• Build dealership technical competencies through organized training and coaching programs.
• Champion technician skill development, effective manpower planning, and competency assessments.
• Identify training requirements and drive ongoing educational initiatives.
• Evaluate market conditions to recommend network expansion.
• Enhance performance of current dealerships via regular assessments and business improvement initiatives.
• Support dealership upgrade plans aligned with market opportunity and business growth.

Candidate Profile

• Minimum qualification: Bachelor's degree in Mechanical Engineering (B.E./B.Tech Mechanical) or a closely related field.
• Between 2 to 3 years of hands-on experience in roles such as Territory Manager or Area Service Manager in the automotive OEM sector.
• Prior exposure to dealer service operations, after-sales service, and handling customer experience is highly desirable.
• Strong technical knowledge of automotive engines, vehicle systems, and workshop operations.
• Well-versed in dealership service workflows, warranty processing, service quality standards, and workshop performance enhancement.
• Capability to scrutinize field issues and assist in applying product upgrades and technical corrective measures.
• Familiar with service business analytics and committed to process improvement strategies.
• Demonstrates a customer-centric approach with aptitude to manage sensitive customer escalations proficiently.
• Exceptional skills in stakeholder coordination, relationship development, communication, influence, and decision-making.