Area Service Field Manager - West Region

Job Description :

As the Area Service Field Manager for the West Region at Kia India, you will be responsible for overseeing and improving service operations within your designated area. Your primary focus will be on enhancing customer satisfaction, driving service efficiency, and ensuring that service standards are met across all dealerships. You will work closely with dealership service managers, technicians, and other stakeholders to implement best practices, monitor performance metrics, and facilitate training and support initiatives.

Key Responsibilities :

• Business development -  Ensure Repair Orders and Spare Parts retails in line with Dealer new Vehicle sales, Customer Retention, sale of Service Programs through Channel Partners.
• Customer Satisfaction – Ensure high level of Customer Satisfaction - DCSI, low Customer complaints and Average Resolution of time.
• Process adherence – Regular OJT with Dealer manpower on Aftersales Processes, conduct regular audits and improve performance as per KIN standards.
• Manpower – Recruit critical manpower, support Dealer in training plan, Regular assessment of manpower skill level and share input with Dealer Principal.
• Audits – Warranty audits, Infrastructure audit, Process Quality Audit. Spare Inventory audit.
• Network expansion and monitoring of workshop construction till workshop activation.
• Conduct Regional Service activities like Service Camps for promotion of Kia Brand and customer satisfaction.
• Follow up with Dealer team on payments for license renewals.
• Technical support – Preliminary level of technical support to Dealer, sharing information with HO technical team on critical technical issues.
• Implement KIN initiatives at Dealer level.
• Sharing of competition information with RSFM on regular basis.

Skills and Tools Required :

Skills Required

Leadership, Team Management, Interpersonal Skills, Customer Satisfaction, Service Management Software, Organizational Skills, Problem-solving, Communication