Senior Manager - Service

SENIOR MANAGER SERVICE

Position Title: Senior Manager Service

Position Objective

Lead and drive the overall After Sales / Technical Service function for the assigned region, with responsibility for warranty claim management, customer complaint resolution, tyre defect analysis, dealer capability development, market intelligence and service quality improvement.

Location: Delhi

Reports To: Head – Service

Key Responsibilities

• Lead the overall After Sales / Technical Service function for the assigned region and ensure effective service support to dealers and customers.
• Own warranty claim management for assigned states/region and ensure claims are processed and resolved within the defined YIN policies and timelines.
• Monitor warranty claim adjustment TAT, identify bottlenecks and drive corrective actions to improve turnaround time and service effectiveness.
• Lead resolution of critical customer complaints through appropriate investigation, dealer visits and coordination with relevant internal stakeholders.
• Oversee incoming claim tyre defect analysis and ensure systematic identification of recurring product/service issues.
• Analyse dealer-wise warranty claim trends, identify abnormal claim patterns and recommend corrective and preventive actions.
• Drive dealer visits, audits and capability-building interventions for dealers with high claim ratios, incorrect adjustments or recurring service issues.
• Plan and conduct technical/service training programs for OE and Replacement dealers to strengthen product knowledge, claim processes and service capability.
• Conduct and review market surveys, OE surveys and competitor benchmarking to identify market trends, product/service gaps and emerging requirements.
• Ensure timely preparation and submission of market intelligence, including information on new tyre launches, new vehicle launches, competitor activities and relevant market developments.
• Develop actionable service improvement initiatives based on warranty data, customer complaints, tyre analysis and market intelligence.
• Work closely with Sales, Marketing, Product Management and other relevant functions to resolve field issues and improve customer/dealer experience.
• Provide regular MIS, dashboards and management reports on warranty claims, complaint status, key trends, service performance and corrective actions.
• Coach and guide service team members, where applicable, and build a strong technical and customer-centric service culture.

Candidate Profile

Education: Diploma or BE/B.Tech, preferably in Mechanical / Automobile Engineering.

Industry Experience: Minimum 10 years of relevant experience, preferably in the tyre industry / automotive sector, with strong exposure to PCR tyres and technical/service functions.

Technical & Service Experience: Strong experience in Technical Service, warranty management, tyre defect analysis, customer complaint management and dealer service support.

Leadership Experience: Demonstrated experience in independently managing a regional service function, leading stakeholders and driving service improvement initiatives.

Analytical Skills: Strong logical thinking, data interpretation and analytical skills, with the ability to identify trends and convert service data into actionable recommendations.

Customer & Dealer Management: Strong capability to handle critical customer/dealer issues, conduct field visits and build effective dealer relationships.

Communication: Excellent communication, presentation and stakeholder-management skills.

IT Skills: Proficient in MS Office, particularly Excel, PowerPoint and Outlook/Email; ability to prepare MIS and management reports.

Key Competencies

• Technical & Service Expertise
• Customer Centricity
• Dealer Management
• Analytical & Problem-Solving Skills
• Leadership & Team Management
• Stakeholder Management
• Business & Market Acumen
• Communication & Presentation Skills