Zonal Planner - Service

Job Summary

Designation: Zonal Planner - Service

Office Location: Bangalore

Department: Service (H)

Section: Service (SZZOSZ) - South Zone

Purpose of the Role

To drive service business growth, customer retention, customer experience, operational excellence, and service network performance across the assigned zone through effective planning, performance reviews, data-driven insights, resource optimization, disciplined PDCA, and close collaboration with Regional Service Managers, Regional Planners, Area Service Managers, Territory Service Managers, Network Managers, and dealership partners.

Responsibilities

• Service Business Planning Performance Management: Drive zonal service business planning, KRA deployment, performance reviews, revenue achievement (royalty, labour, spares), forecasting, and PDCA-based corrective actions to meet business objectives and enhance field team performance.
• Customer Retention Experience Excellence: Improve customer retention, paid service conversion, loyalty, and customer experience through data-driven actions, NPS analysis, customer feedback management, and implementation of targeted improvement programs across dealerships and AD outlets.
• Service Quality, Operations Dealer Performance: Monitor and improve service quality, operational KPIs (NPS, FTR, CFR, workshop utilization, productivity, profitability), conduct audits and compliance reviews, address repeat failures, and drive operational excellence across the dealer network.
• Business Analytics, Governance Escalation Management: Analyze and validate service performance data, identify business opportunities and reporting gaps, manage customer and dealer escalations, drive root cause analysis, and ensure effective resolution through field verification and stakeholder engagement.
• Workshop Profitability Network Capability Development: Optimize workshop capacity, manpower productivity, profitability, technician capability, certification programs, infrastructure readiness, and dealer manpower planning to support sustainable service growth.
• New Initiatives, Product Support Warranty Management: Lead deployment of service initiatives, digital transformation projects, product launches, EV readiness programs, countermeasures, service campaigns, and warranty/FSC claim management while tracking implementation effectiveness.
• Dealer Development, Customer Engagement Benchmarking: Strengthen dealer performance through capability building, customer engagement activities, service promotions, market development initiatives, and adoption of industry best practices through competitive benchmarking.
• Budget Resource Management: Plan, allocate, and monitor zonal budgets, schemes, and resources to ensure effective utilization, cost control, and support for strategic business improvement initiatives.
• Internal External Interactions: Internal - Coordinate with Regional Service Manager, Regional Service Planners, Area Service Managers, Territory Service Managers, Zonal EV Leads, AD/EV Service Engineers, Network Managers, Technical/Business/Customer Experience, and Sales teams to align service targets/initiative with business goals.
• External - Collaborate with dealers, dealership manpower, vendors, and training partners to implement service initiatives, ensure readiness for new launches, and enhance customer experience.

Key Skills

• Strong analytical, forecasting, and problem-solving capability.
• Expertise in service business planning and performance management.
• Advanced Excel, PowerPoint, and MIS reporting proficiency.
• Working knowledge of DMS, CRM, SAP, and digital reporting platforms.
• Data analytics and interpretation for business decision-making.
• Project management and PDCA implementation.
• Service process optimization and operational excellence.
• Digital service transformation.
• Team leadership, coaching, and performance development.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.