Hero MotoCorp
Website:
heromotocorp.com
Job details:
As a Territory Service Manager, you will be responsible for strengthening customer engagement and delivering an exceptional ownership experience across the dealer network. You will work closely with dealerships and Authorized Service Centres (ASCs) to drive service excellence, increase adoption of value-added services, and improve service business performance. The role focuses on enhancing customer satisfaction, implementing operational excellence through a balanced performance approach, and providing field-based product support by capturing customer feedback and driving timely implementation of product improvements and technical countermeasures.
Key Responsibilities:
Drive Service Business Growth
- Partner with dealerships to improve service revenue and workshop profitability.
- Drive customer retention through free and paid service campaigns.
- Increase adoption of Hero Genuine Parts, Hero Genuine Oil, Annual Maintenance Contracts (AMC), and other value-added services.
- Identify business opportunities and implement initiatives to improve dealership performance.
Deliver an Outstanding Customer Experience
- Improve customer satisfaction and loyalty by driving superior service quality across dealerships.
- Monitor customer experience metrics and implement improvement plans.
- Ensure timely resolution of customer concerns through effective stakeholder collaboration.
- Analyze recurring issues and deploy preventive actions across the dealer network.
- Support field implementation of product improvements and technical countermeasures.
Strengthen Service Operations
- Ensure consistent implementation of service processes, workshop standards, and operational best practices.
- Drive workshop productivity through process compliance and digital service initiatives.
- Improve spare parts availability, inventory management, and repair quality.
- Monitor Pre-Delivery Inspection (PDI), repair quality, and service process adherence.
Warranty & Quality Management
- Ensure timely processing and closure of warranty and service claims.
- Reduce warranty claim rejections through improved compliance and documentation.
- Support quality improvement initiatives by providing structured field feedback.
Capability Building
- Develop technical capabilities of dealership teams through structured training and coaching.
- Drive technician skill development, manpower planning, and competency mapping.
- Identify training needs and support continuous learning initiatives.
Network Development
- Assess market opportunities and recommend network expansion.
- Improve performance of existing dealerships through regular reviews and business improvement plans.
- Support dealership upgradation initiatives based on market potential and business growth.
What We're Looking For
Education
- Bachelor's degree in Mechanical Engineering (B.E./B.Tech - Mechanical) or a related discipline.
Experience
- 2–3 years of experience as a Territory Manager, Area Service Manager, or similar field service role within an automotive OEM.
- Experience in dealer service operations, after-sales service, and customer experience management will be preferred.
Technical Skills
- Strong understanding of automotive engines, vehicle systems, and workshop operations.
- Knowledge of dealership service processes, warranty management, service quality, and workshop productivity.
- Ability to analyze field issues and support implementation of product improvements and technical countermeasures.
- Familiarity with service business metrics and process improvement initiatives.
Behavioral Competencies
- Strong customer-first mindset with the ability to handle critical customer escalations effectively.
- Excellent stakeholder management and relationship-building skills.
- Strong communication, influencing, and decision-making abilities.
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