Service Manager

Responsibilities:

Technical:

• Collaborate with the technical support team to resolve dealer service and parts issues efficiently.
• Deliver regional and on-site technical training for troubleshooting and equipment repair.
• Support and advance the Service Management Development and Certification Program.

Dealer Development:

• Participate in dealer selection and onboarding processes.
• Conduct dealer capability assessments and implement performance improvement plans.
• Ensure dealer compliance with technical training and certification programs.
• Train dealer personnel on internal systems (Dealer Portal, service platforms, warranty systems, etc.).
• Support dealerships in improving absorption rates and overall operational performance.

Parts & Service Operations:

• Partner with aftersales and dealer teams to achieve regional parts sales targets.
• Monitor and manage service & parts KPIs and operational metrics.
• Promote the use of OEM service parts across dealerships.
• Drive participation in parts programs and promotional initiatives.
• Provide technical support related to parts and service operations.

Quality, Warranty & Campaigns:

• Ensure dealer adherence to warranty processes and procedures.
• Monitor campaign completion and ensure 100% closure of safety-related actions.
• Administer goodwill policies within budget and company guidelines.
• Conduct warranty audits to ensure compliance.
• Report recurring field issues to the quality team for resolution.

Requirements:

• Minimum 5+ years of aftersales experience in agricultural, construction, or automotive industries.
• Strong knowledge of dealership operations and dealer network management.
• Good understanding of service and parts operations, including KPIs.
• Strong technical expertise in agricultural or heavy equipment.
• Excellent communication and interpersonal skills.
• Ability to troubleshoot mechanical, electrical, electronic, and hydraulic systems.
• Proficiency in Microsoft Office (Intermediate to Advanced).
• Willingness to travel up to 75%.
• Valid driver’s license with a clean driving record.