Channel Service Manager

Role Overview and Responsibilities

As a Channel Service Manager, you will oversee and guide authorized dealers, service centres, and channel partners to ensure superior service delivery and operational efficiency. Your role focuses on enhancing service quality, customer satisfaction, and workshop effectiveness while driving business growth and customer retention.

Key Duties

• Manage and supervise authorized dealers and service partners to maintain high service standards.
• Enhance service quality and workshop performance metrics such as worker productivity and customer satisfaction.
• Achieve targets related to service business, revenue, and retention of customers.
• Track critical performance indicators including workshop productivity, labor utilization, first-time-fix rates, vehicle turnaround, repeat repairs, customer complaints, service retention, and warranty results.
• Regularly audit dealer and service centre operations to identify areas for improvement.
• Provide support to channel partners for infrastructure development, workforce allocation, tools, and equipment management.
• Guarantee the availability and proper handling of spare parts, consumables, and service equipment.
• Collaborate closely with Sales, Parts, Technical, Warranty, and Customer Care departments to resolve issues quickly and efficiently.
• Handle and escalate customer complaints to ensure prompt resolution of critical issues.
• Implement company-wide service protocols, including SOPs, warranty guidelines, and technical standards.
• Develop service personnel through targeted training, coaching, and enhancement of technical skills.
• Analyze the performance of dealers and produce management reports, dashboards, and reviews.
• Spot prospects for expanding the service network and fostering channel growth.
• Compare and benchmark service centre performances and lead corrective/preventive measures.
• Arrange periodic dealer meetings to communicate updates on products, campaigns, and service initiatives.

Eligibility Criteria

Applicants must hold a B.Tech or B.E. degree in any specialization.

Compensation

The annual remuneration package offered ranges from 1,100,000 to 1,200,000 INR.