Area Service Field Manager

Job description

Job Description

Dealer Workshop Management: Monitor and guide dealer workshops on operational efficiency, manpower productivity, and workshop infrastructure. Ensure adherence to Kia’s service processes, SOPs, and standards. Regular audits and performance reviews of service dealerships.

Customer Experience Enhancement

Drive CSI (Customer Satisfaction Index) & NPS (Net Promoter Score) improvements through dealer support. Handle escalated customer complaints, analyze root causes, and provide resolution strategies. Support dealers in managing customer retention and loyalty programs.

Service KPI Monitoring

Track KPIs such as revenue, labor utilization, job mix, parts-to-labor ratio, warranty costs, etc. Identify gaps and provide training or process corrections to improve metrics.

Technical Support & Training

Coordinate with the technical team for complex issues and support dealers in field fixes. Conduct regular on-site training and knowledge sharing sessions for dealer service teams Warranty and Policy Compliance: Monitor warranty claims, evaluate claim trends, and ensure compliance with corporate policies. Support in implementing field actions, service campaigns, and recalls.

Market Feedback and Reporting

Provide feedback to HO on product performance, recurring issues, and regional trends. Submit monthly reports on dealer performance and field activities.