Area parts & service manage

Role Overview

The Area Parts & Service Manager will lead end-to-end after-sales operations across an assigned geography, ensuring best-in-class service delivery for both Two-Wheeler and Three-Wheeler customers. The role is accountable for driving operational excellence across dealer workshops, authorized service centres, and field service teams while delivering superior customer experience, maximizing workshop productivity, and ensuring seamless spare parts availability.

As the brand's post-sale face, this role is key to improving customer retention, growing service revenues, strengthening dealer capability, and ensuring consistent adherence to OEM quality, safety, and technical standards. The incumbent will partner closely with dealers, field teams, supply chain, quality, and engineering to build a high-performing after-sales ecosystem that supports business growth and strengthens customer trust.

Key Responsibilities

1. Service Operations Excellence

Lead end-to-end after-sales operations across assigned service centres and dealer workshops. Ensure timely, high-quality vehicle servicing, diagnostics, repairs, and warranty support in line with OEM standards. Drive improvements in service turnaround time (TAT), first-time fix rate (FTFR), workshop throughput, and technician productivity. Resolve complex technical escalations while providing operational support to dealer service teams. Champion standardization of service processes across the network.

2. Dealer Performance & Network Management

Own the performance of authorized service centres and dealer workshops across the territory. Drive dealer capability through regular business reviews, operational audits, coaching, and performance improvement plans. Ensure compliance with OEM infrastructure, service processes, quality standards, and safety guidelines. Support network expansion by identifying new service locations and onboarding service partners in growth markets. Build strong relationships with dealer principals and service heads to improve business performance.

3. Customer Experience & Retention

Deliver exceptional customer experience across every service interaction. Improve key customer metrics including Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and service retention. Ensure timely resolution of customer complaints and technical escalations. Build structured customer engagement and follow-up mechanisms to improve loyalty and repeat business. Partner with Sales to strengthen customer lifecycle management.

4. Workshop Productivity & Operational Efficiency

Drive operational excellence by continuously improving:

Service Turnaround Time (TAT) First-Time Fix Rate (FTFR) Technician Productivity Bay Utilization Job Card Closure Efficiency Workshop Capacity Utilization Optimize manpower deployment, tools, diagnostic equipment, and workshop resources. Reduce rework through robust quality processes and preventive actions. Drive adoption of digital service platforms and workshop automation tools.

5. Parts & Inventory Management

Ensure uninterrupted availability of critical spare parts across dealer locations. Collaborate with Supply Chain to optimize inventory planning and replenishment. Minimize stock-outs, excess inventory, and parts obsolescence. Improve parts fill rate and support workshop productivity through efficient inventory management. Oversee procurement of workshop tools, equipment, and consumables.

6. Revenue & Business Growth

Drive sustainable growth of the after-sales business by maximizing:

Labour Revenue Spare Parts Revenue Accessories Sales Annual Maintenance Contracts (AMC) Extended Warranty Programs Value-Added Services Improve workshop profitability through cost optimization and operational efficiency. Ensure timely processing of warranty claims while minimizing claim rejections.

7. Team Leadership & Capability Building

Lead, coach, and develop service engineers, advisors, technicians, and field service teams. Set clear KPIs aligned to operational and business objectives. Conduct regular performance reviews and capability assessments. Build technical capability through structured product, diagnostics, and EV technology training. Foster a culture of ownership, accountability, safety, and continuous improvement.

8. Quality, Compliance & Technical Governance

Ensure complete adherence to OEM service standards, technical advisories, and repair procedures. Conduct regular workshop audits covering quality, safety, infrastructure, and compliance. Implement robust pre-delivery quality inspections before vehicle handover. Drive compliance with workplace safety and environmental standards. Ensure effective execution of recalls, service campaigns, and technical upgrades.

9. Performance Analytics & Business Reviews

Monitor and improve key business metrics including:

Service Revenue Workshop Profitability Customer Satisfaction (CSI/NPS) Turnaround Time (TAT) Technician Productivity Bay Utilization Warranty Performance Parts Availability Service Retention Repeat Repair Rate Publish weekly, monthly, and quarterly business reviews. Leverage analytics to identify performance gaps, forecast service demand, and implement corrective actions.

10. OEM & Cross-Functional Collaboration

Act as the primary interface between dealers, field teams, and OEM technical support. Coordinate technical issue resolution, warranty management, product feedback, and engineering escalations. Partner with Sales, Supply Chain, Quality, Product Engineering, and Customer Experience teams to continuously improve service performance. Drive execution of new product launches, service campaigns, and network readiness initiatives.

Ideal Candidate Profile

Experience

610 years of experience in automotive or EV after-sales service operations. Strong experience managing dealer service networks across Two-Wheelers and/or Three-Wheelers. Exposure to Electric Vehicle service ecosystems, diagnostics, and battery systems is highly preferred. Demonstrated success in improving workshop performance, customer satisfaction, and after-sales profitability.

Key Competencies

Dealer & Channel Management Service Operations Excellence Workshop Productivity Customer Experience Management Spare Parts & Inventory Planning Warranty & Technical Operations Revenue & Profitability Management Team Leadership & Coaching Stakeholder Management Data-Driven Decision Making Operational Excellence & Continuous Improvement