Job Description
The Service Manager – International Business will be responsible for driving aftermarket business growth by enhancing customer satisfaction, strengthening dealer and service networks, improving parts availability, and supporting channel partners across assigned international markets. The role focuses on delivering superior customer service, expanding the service footprint, and ensuring operational excellence in the aftermarket business.
The position requires close collaboration with Sales, Technical Support, Logistics, Finance, Quality, Dealers, and Channel Partners to improve service performance and maximize aftermarket revenue.
Key Responsibilities
1. Parts Business & Revenue Growth
- Drive parts sales and payment collections in line with annual business targets.
- Develop and expand parts retail channels by identifying strategic locations for retailers and service outlets.
- Increase workshop inflow and improve parts availability across assigned markets.
- Support commercial objectives through aftermarket revenue growth.
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2. Customer Satisfaction & Workshop Management
- Drive customer satisfaction initiatives to improve service quality and vehicle uptime.
- Establish and monitor workshop KPIs and ensure continuous performance improvement.
- Analyse customer complaints and ensure timely issue resolution through dealer networks.
- Ensure warranty policy compliance and efficient claim processing.
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3. Channel Development & Dealer Management
- Review dealer performance and implement action plans to improve operational efficiency.
- Expand and upgrade dealer and service networks based on market requirements.
- Ensure process standardization and compliance across all channel partners.
- Support dealers in achieving aftermarket excellence.
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4. Network Development & Technical Support
- Develop training programs to improve technical competency across workshops.
- Expand the service network by establishing new workshops and retail counters.
- Ensure workshops comply with company standards and warranty requirements.
- Improve service capability to support existing and new product lines.
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5. Business Performance & Reporting
- Monitor aftermarket KPIs including customer satisfaction, repeat complaints, workshop performance, and parts sales.
- Prepare performance reports and recommend corrective actions.
- Track service quality metrics and support continuous process improvements.
- Drive initiatives to enhance customer experience and business growth.
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6. Cross-Functional Coordination
- Collaborate with Sales, Technical Support, Logistics, Finance, Quality, and Commercial teams.
- Build strong relationships with distributors, customers, dealers, and service partners.
- Support business expansion initiatives across international markets.
- Ensure seamless coordination between internal teams and external stakeholders.
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Qualifications & Experience
- Bachelor's Degree in Engineering (B.Tech).
- MBA in International Business is preferred.
- Minimum 4–9 years of experience in the automotive service or aftermarket industry.
- Experience in dealer network management, customer service, and aftermarket operations.
- International business exposure is an added advantage.
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Technical Skills
- Aftermarket Operations
- Customer Service Management
- Dealer & Channel Management
- Parts Business Development
- Workshop Management
- Warranty & Claims Management
- Customer Satisfaction (CSI)
- Business Development
- Technical Troubleshooting
- KPI Monitoring & Reporting
- Service Network Expansion
- Cross-Functional Coordination
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Key Competencies
- Customer Relationship Management
- Dealer Development
- Communication & Interpersonal Skills
- Leadership
- Analytical Thinking
- Problem Solving
- Business Acumen
- Process Improvement
- Team Collaboration
- Results Orientation
- Decision Making
- Stakeholder Management
