Area Service Manager - Field Operations

Job Summary

We are looking for an experienced Area Service Manager Field Operations to manage dealership workshop performance, technical resolution, service quality, and customer satisfaction across the assigned region.

The candidate will be responsible for improving workshop efficiency, vehicle turnaround time, First Time Right (FTR), technical capability, and service standards across the dealer network.

Key Responsibilities

• Monitor dealership workshop performance and service KPIs.
• Drive improvement in First Time Right (FTR) and vehicle Turnaround Time (TAT).
• Conduct regular audits of dealer workshops and ensure compliance with service standards.
• Ensure availability and proper functioning of EV diagnostic equipment, high-voltage safety tools, and required safety gear.
• Investigate recurring technical, electrical, battery, and product-related issues.
• Coordinate with Engineering, Product, Technical, and Service teams for issue resolution.
• Provide technical support to dealership workshop teams for complex vehicle issues.
• Conduct technical and process training for dealership service and workshop teams.
• Organize customer meets, service camps, and service campaigns.
• Review dealer service performance and implement corrective and preventive actions.
• Track customer complaints and ensure timely resolution within defined SLAs.
• Monitor workshop productivity, technician performance, service quality, and spare parts availability.
• Identify gaps in dealer service infrastructure and recommend improvements.
• Prepare regular service performance reports and MIS for management.
• Ensure compliance with EV safety procedures, company SOPs, and service guidelines.

Required Qualifications & Skills

• Degree / Diploma in Automobile or Mechanical Engineering.
• 4+ years of experience managing regional automotive workshop or service networks.
• Experience in 2W / 3W / Commercial Vehicles / EV service operations preferred.
• Strong technical troubleshooting and diagnostic skills.
• Experience in dealer workshop and service network management.
• Good understanding of EV systems, diagnostics, battery systems, and high-voltage safety is preferred.
• Strong communication, analytical, and problem-solving abilities.
• Ability to manage multiple dealers and stakeholders across an assigned territory.
• Willingness to travel extensively across the assigned region.