The Senior Territory Manager in Retail Service will play a pivotal role in optimising dealership operations and enhancing service delivery standards. Key responsibilities include:
Leading and guiding Service Mechanics in troubleshooting and resolving complex technical issues to enhance operational efficiency at dealership locations.
Driving dealer profitability growth through strategic implementation of service schemes, including annual maintenance contracts and enhancements in service process efficiency.
Coordinating and projecting service activities and initiatives across the area office to foster knowledge sharing and continuous improvement within the organisation.
Acting as the primary liaison between the area office and other departments, ensuring smooth communication and resolution of service-related matters.
Providing detailed feedback on competitive service offerings and new market initiatives to senior management, contributing to strategic decision-making.
Collaborating closely with marketing and manufacturing teams at the Head Office to expedite resolution of outstanding service issues such as warranty claims, chronic technical problems, and turnaround time for service requests.
Conducting audits of new dealerships to ensure standards compliance before commissioning.
Performing regular audits of service operations in line with company norms to uphold quality and compliance.
Delivering comprehensive product training to dealers, workshop managers, and service mechanics to ensure quality service delivery and alignment with corporate standards.
This role requires a hands-on approach and a commitment to maintaining high service standards that directly impact customer satisfaction and business growth.
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The successful candidate will have demonstrated a minimum of 7 to 12 years of progressive experience in retail service management or a closely related field. Experience should include:
Strong background in technical problem solving within service operations, preferably with exposure to automotive, retail, or telecom sectors.
Proven track record of managing and improving dealer service profitability through innovative service programs and maintenance contracts.
Experience collaborating across cross-functional teams and serving as a point of contact between service functions and other corporate departments.
Hands-on experience conducting service audits, technician training, and dealership evaluations.
Familiarity with service lifecycle management, warranty claims processing, and customer feedback integration is highly desirable.
Applicants with experience in dynamic, fast-paced retail or service environments will be particularly well-suited for this role.
Industry Preferred
Experience in the following industries is preferred, as they align closely with the job requirements and the operational environment:
Retail - particularly within service management or technical support roles in dealerships or service centres.
Telecommunications - especially roles involving field service management, technical support, or service operations.
Automotive or heavy machinery sectors where technical service and dealer support play a central role.
Exposure to companies operating in these industries will provide valuable insights into customer expectations, service delivery challenges, and business development strategies that are critical for success in this role.
The ideal candidate will possess:
A Bachelor of Engineering (B.E.) degree or equivalent qualification, ideally in Mechanical, Electrical, or Automotive Engineering.
Technical certifications related to service management, quality assurance, or product-specific training will be considered a strong advantage.
Proficiency in computer applications including service management software, MS Office Suite, and data analysis tools.
Excellent communication and presentation skills to effectively conduct training and interact with various stakeholders.
Strong organisational and leadership capabilities to manage multiple priorities and lead field teams.
General requirements for this position include:
Exceptional communication skills with the ability to convey technical information clearly and effectively to diverse audiences.
Willingness and ability to travel frequently within the designated territory to support dealers and oversee service operations.
Strong analytical mindset with a problem-solving approach to technical and operational challenges.
Demonstrated ability to work collaboratively across departments and adapt to changing business needs.
Commitment to maintaining high standards of professionalism and ethical conduct.
Our commitment to Diversity, Equity, and Inclusion
At Mahindra and Mahindra Limited, we firmly believe that diversity, equity, and inclusion fuel innovation and drive our success. Our commitment includes:
Creating an inclusive workplace culture where every individual is valued, respected, and empowered to reach their full potential.
Ensuring equal employment opportunities regardless of age, caste, race, religion, gender identity, physical or mental ability, sexual orientation, educational background, or any other characteristic protected by law.
Encouraging candidates from all backgrounds to apply, reflecting the diverse communities we serve globally.
Maintaining accessibility and inclusivity throughout our recruitment process and employee experience.
Together, we strive to build a future that honors different perspectives and embraces the richness of our workforce to create lasting impact.
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