Regional Service Manager (Motorcycle and Tricycle) at Ascentech Services Limited

Job Description

• The Regional Service Manager is responsible for overseeing service operations within a specific geographic region in the automotive industry.
• This role involves managing service centers, ensuring customer satisfaction, and driving operational excellence to meet quality and efficiency standards.

Responsibilities
Service Center Management:

• Oversee the operations of service centers within the region, including staffing, facilities management, and equipment maintenance.
• Ensure service centers are adequately staffed and equipped to meet customer needs.

Customer Satisfaction:

• Maintain a high level of customer satisfaction by providing exceptional service experiences. Address customer inquiries, complaints, and feedback promptly and effectively.
• Implement service improvement initiatives based on customer feedback and satisfaction surveys.

Technical Support:

• Provide technical support and guidance to service center staff on complex repairs, diagnostic procedures, and troubleshooting techniques.
• Ensure technicians are properly trained and certified to perform repairs according to manufacturer standards.

Quality Assurance:

• Monitor service quality and adherence to industry standards and manufacturer guidelines.
• Conduct periodic audits and inspections of service centers to identify areas for improvement and ensure compliance with quality and safety regulations.

Performance Management:

• Set performance goals and objectives for service center staff.
• Monitor performance metrics such as service efficiency, customer wait times, and repair completion rates.
• Provide coaching, training, and performance feedback to improve staff performance.

Inventory Management:

• Manage inventory levels of spare parts, tools, and supplies at service centers.
• Coordinate with procurement and logistics teams to ensure timely replenishment of inventory and minimize stockouts.

Warranty Claims Management:

• Oversee the processing of warranty claims and ensure accurate documentation and submission to manufacturers.
• Monitor warranty claim approval rates and work with manufacturers to resolve any disputes or issues.

Training and Development:

• Develop and implement training programs for service center staff to enhance technical skills, customer service skills, and product knowledge.
• Stay updated on the latest automotive technologies and industry trends.

Cost Management:

• Manage service center budgets and expenses effectively to optimize profitability. Identify cost-saving opportunities and implement measures to improve efficiency and reduce operating costs.

Regulatory Compliance:

• Ensure compliance with all relevant regulations, standards, and legal requirements related to automotive service operations.
• Stay informed about changes in regulations and implement necessary measures to maintain compliance.

Qualifications and Skills

• Bachelor's degree in Automotive Engineering, Business Administration, or a related field. Master's degree is a plus.
• 10 - 15 years of proven experience in 3-wheeler service management, with a strong understanding of service operations and repair processes.
• Excellent leadership and management skills, with the ability to motivate and develop a team of service professionals.
• Strong customer service orientation with a focus on delivering exceptional service experiences.
• Technical proficiency in automotive repair and diagnostic procedures.
• Analytical and problem-solving skills, with the ability to identify issues and implement effective solutions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, staff, and stakeholders.
• Knowledge of warranty policies and claims processing procedures.
• Familiarity with inventory management systems and processes.
• Ability to travel within the region as needed.