Channel Service Manager

Role & responsibilities

• Manage and monitor authorized dealers, service centres and channel partners.
• Drive service quality, customer satisfaction and workshop performance.
• Achieve service-related business, revenue and customer-retention targets.
• Monitor key service KPIs such as:
• Workshop productivity
• Labour utilization
• First-time-right
• Vehicle turnaround time
• Repeat repairs
• Customer complaints
• Service retention
• Warranty performance
• Conduct regular dealer/service-centre audits and identify improvement areas.
• Support channel partners in workshop infrastructure, manpower, tools and equipment planning.
• Ensure availability and proper management of spares, consumables and service equipment.
• Coordinate with Sales, Parts, Technical, Warranty and Customer Care teams for issue resolution.
• Handle customer escalations and ensure timely closure of critical complaints.
• Implement company service processes, SOPs, warranty policies and technical guidelines.
• Develop service personnel through training, coaching and technical capability-building.
• Analyze dealer performance and prepare MIS, dashboards and performance reviews for management.
• Identify opportunities for service-network expansion and channel development.
• Benchmark dealer/service-centre performance and drive corrective and preventive actions.
• Conduct periodic dealer meetings and communicate new products, campaigns and service initiatives.