CNH Industrial - Area Service Manager

About the Role :

We are seeking a highly motivated and experienced Area Service Manager to lead and optimize our service operations within a designated geographical area.

The successful candidate will be responsible for ensuring exceptional customer satisfaction, driving operational efficiency, managing a high-performing team, and contributing to the overall business growth.

This is a critical leadership role that requires a blend of strategic thinking, hands-on operational management, and strong interpersonal skills.

Key Operations Management :

• Oversee the end-to-end service delivery process within the assigned area, ensuring adherence to company standards, policies, and Service Level Agreements (SLAs).
• Manage multiple service centers, workshops, or field service teams, ensuring optimal resource allocation and utilization.
• Implement and monitor service quality metrics, striving for continuous improvement in service delivery and customer experience.
• Manage spare parts inventory, logistics, and supply chain within the area to ensure timely availability and cost efficiency.
• Ensure compliance with all regulatory requirements, safety standards, and company operational Leadership & Development :
• Lead, mentor, and develop a team of service professionals, including service engineers, technicians, and support staff.
• Conduct performance reviews, provide constructive feedback, and identify training and development needs for team members.
• Foster a positive, collaborative, and high-performance work environment.
• Participate in the recruitment and onboarding of new service Relationship Management :
• Act as a primary point of contact for key customers and handle escalated customer complaints or complex service issues, ensuring prompt and effective resolution.
• Implement strategies to enhance customer loyalty and satisfaction, actively seeking customer feedback and translating it into actionable improvements.
• Build and maintain strong relationships with customers, dealers, and other external & Business Performance :
• Manage the service area's budget, control operational costs, and identify opportunities for cost savings and revenue generation.
• Analyze service performance data, identify trends, and prepare comprehensive reports for senior management on key metrics such as customer satisfaction, resolution times, and profitability.
• Contribute to the development and execution of strategies to expand service reach and market share within the assigned Planning & Reporting :
• Conduct market analysis to identify new service opportunities, competitive landscapes, and customer needs.
• Collaborate with sales, marketing, and product teams to align service strategies with overall business objectives.
• Prepare and present regular performance reports, forecasts, and strategic plans to regional and

national

Experience :

Industry Experience :

(ref : iimjobs.com)