Area Service Field Manager

As a Dealer Workshop Management professional, you will be responsible for monitoring and guiding dealer workshops to ensure operational efficiency, manpower productivity, and workshop infrastructure meet the required standards. You will play a key role in ensuring adherence to Kias service processes, SOPs, and standards, along with conducting regular audits and performance reviews of service dealerships. In terms of Customer Experience Enhancement, your focus will be on driving CSI (Customer Satisfaction Index) & NPS (Net Promoter Score) improvements through dealer support. You will be expected to handle escalated customer complaints, analyze root causes, and provide effective resolution strategies. Additionally, you will support dealers in managing customer retention and loyalty programs to enhance overall customer satisfaction. Service KPI Monitoring will be a crucial aspect of your role, where you will track key performance indicators such as revenue, labor utilization, job mix, parts-to-labor ratio, warranty costs, etc. Identifying performance gaps and providing necessary training or process corrections to improve these metrics will be part of your responsibilities. Technical Support & Training will also be a core component of your job, involving coordination with the technical team for complex issues and providing support to dealers in field fixes. Conducting regular on-site training and knowledge-sharing sessions for dealer service teams will be essential for ensuring continuous improvement in service quality. You will also be responsible for monitoring warranty claims, evaluating claim trends, and ensuring compliance with corporate policies related to Warranty and Policy Compliance. Supporting in the implementation of field actions, service campaigns, and recalls will be crucial to maintain high service standards. Lastly, your role will involve providing valuable Market Feedback and Reporting to the Head Office on product performance, recurring issues, and regional trends. Submitting monthly reports on dealer performance and field activities will help in tracking progress and identifying areas for improvement.,