The Zonal Service Manager - After-sales is responsible for overseeing and managing after-sales service operations within the designated zone. The role involves ensuring customer satisfaction, improving service quality, and managing the overall service network. The ideal candidate will have extensive experience in the 2-wheeler and EV industries and be capable of driving service improvements and operational efficiency.

Key Responsibilities:

Service Operations Management: Manage and monitor the performance of the after-sales service network across the zone, ensuring high standards of service quality and customer satisfaction.

Dealer/Service Center Support: Provide technical and operational support to dealers and service centers within the zone, ensuring adherence to service standards and protocols.

Customer Satisfaction: Drive initiatives to improve customer satisfaction, address escalations, and resolve service-related issues in a timely manner.

Service Team Management: Lead and mentor the service teams, providing guidance and training to ensure they are equipped to handle service issues and maintain high performance levels.

Performance Monitoring: Track and analyze service metrics, such as response time, repair time, and customer feedback, to identify areas for improvement.

Warranty and Claims Management: Ensure proper handling of warranty claims and service-related documentation in accordance with company policies.

Service Process Improvement: Develop and implement process improvements to enhance the efficiency and effectiveness of after-sales services.

Service Campaigns: Plan and execute service campaigns to promote preventive maintenance and post-sale engagement with customers.

Technical Support: Offer technical expertise and support for troubleshooting complex issues, collaborating with engineering teams when necessary.

Compliance and Safety: Ensure compliance with safety regulations and company standards across all service centers in the zone.

Key Skills and Competencies:

- In-depth knowledge of 2-wheeler and EV technologies, including mechanical and electrical systems.

- Strong leadership and team management skills.

- Excellent problem-solving and decision-making abilities.

- Experience in handling customer escalations and driving customer satisfaction initiatives.

- Ability to work collaboratively with dealers and service centers to achieve service targets.

- Strong communication and interpersonal skills.

Qualifications:

-B. Tech in Mechanical Engineering or Electrical Engineering is required.

- 11 to 15 years of experience in after-sales service management, preferably in the 2-wheeler or EV industry.