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Regional Service Manager
5 months ago
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.
Key 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 stock outs.
• 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’ work experience as a Regional Service Manager.
• 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.
