Job Purpose

To manage and support the OEM dealer network within the assigned region by ensuring high levels of customer satisfaction, service performance, technical support, operational compliance, and dealer profitability. The Regional Service Manager is responsible for driving dealer service excellence, monitoring KPI and CSI performance, managing customer escalations, supporting technical operations, and overseeing Bond Store activities and reporting in line with OEM standards

Key Responsibilities

Dealer Network Management

• Manage and support dealership service operations within the assigned region.
• Build and maintain strong working relationships with dealer principals, service managers, and workshop teams.
• Conduct regular dealer visits to monitor operational performance and compliance.
• Support dealers in achieving OEM service and aftersales objectives.
• Assist dealers with action plans to improve operational efficiency, profitability, and customer satisfaction.

Customer Satisfaction & CSI Management

• Monitor and improve Customer Satisfaction Index (CSI) performance across the dealer network.
• Analyse customer feedback, survey results, and recurring customer complaints.
• Ensure dealers implement corrective actions to address CSI shortcomings.
• Support dealerships in delivering exceptional customer service experiences.
• Conduct follow-ups on escalated customer concerns and ensure timely resolution.
• Drive customer retention and service loyalty initiatives.

KPI Performance Management

• Monitor dealer aftersales KPIs including:
•  CSI performance
•  Warranty performance
•  First-time fix rate
•  Service retention
• Vehicle throughput
• Technical case closure
• Develop and implement improvement plans for underperforming dealers.
• Ensure dealers meet OEM operational targets and standards.

Technical & Service Support

• Provide operational and technical support to dealer service departments.
• Assist with escalated technical concerns and vehicle investigations.
• Coordinate with OEM technical support teams regarding unresolved cases.
• Support implementation of technical campaigns, recalls, and service actions.
• Ensure correct use of OEM diagnostic tools and technical systems.
• Monitor dealer technical competency and training compliance.

Dealer Operating Standards & Compliance

• Ensure dealer compliance with OEM Dealer Operating Standards (DOS).
• Conduct dealership audits covering:
• Workshop operations
• Service processes
• Warranty administration
• Facility standards
•  Health and safety requirements
• Tooling and equipment compliance
• Assist dealers with corrective action implementation following audits.
• Support dealer readiness for new model launches and OEM initiatives.

Customer Concern & Escalation Management

• Manage high-level customer complaints and escalated service cases.
• Ensure all customer concerns are professionally handled and resolved within target timelines.
• Liaise with dealers and OEM departments to facilitate resolutions.
• Monitor recurring concerns and identify root causes for corrective action.
• Prepare escalation reports and customer case summaries for management review.

Bond Store Management & Reporting

• Oversee Bond Store activities and ensure compliance with OEM and customs requirements.
• Monitor vehicle movement, storage, and release processes.
• Ensure accurate record keeping and stock control within Bond Store operations.
• Coordinate reporting related to Bond Store activities, damages, and vehicle status.
• Work closely with logistics, warehouse, and finance departments regarding Bond Store processes.
• Ensure timely submission of Bond Store operational and compliance reports.

Reporting & Administration

• Prepare Dealer performance reports.
• Maintain accurate records of dealer visits, audits, action plans, and escalations.
• Provide regular management feedback on dealer performance, customer concerns, and operational risks.
• Analyse regional trends and recommend continuous improvement initiatives.

Minimum Requirements

Education

• Trade Test qualification advantageous.
• Master tech

Experience

• 5–8 years’ experience in automotive aftersales or service management.
• Previous OEM or dealership management experience preferred.
• Strong understanding of dealership operations and aftersales processes.
• Experience managing dealer networks and customer escalations.

Technical Skills

Strong automotive technical and aftersales knowledge.

• Understanding of OEM dealer operating standards and warranty processes.
• Knowledge of diagnostic systems and technical support procedures.
• Strong analytical and reporting skills.
• Proficient in Microsoft Office and dealer management systems.

Soft Skills

• Strong leadership and relationship management skills.
• Excellent communication and presentation abilities.
• Strong problem-solving and decision-making capabilities.
• Customer-focused with strong conflict resolution skills.
• Ability to work independently and manage multiple priorities.

Key Performance Indicators (KPIs)

• Regional CSI performance.
• Dealer KPI achievement and improvement.
• Warranty and repeat repair reduction.
• Customer escalation resolution turnaround time.
• Dealer audit and compliance scores.
• Workshop productivity and efficiency improvement.
• Technical case closure performance.
• Bond Store accuracy and reporting compliance.
• Dealer training and certification compliance.

Working Conditions

• Frequent travel to dealerships within the assigned region.
• Regular interaction with dealer management and workshop environments.
• Occasional after-hours support for escalated customer or technical concerns.
• Office-based reporting and operational management responsibilities.