Zonal Service Manager

Futura Design Ltd; Coventry; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading motorcycle service provider is seeking a Zonal Service Manager based in Coventry. The role requires 10+ years of service operation management experience and involves driving performance in dealer service operations. Responsibilities include establishing service workshops, ensuring customer satisfaction, and managing dealer profitability. A Bachelor's degree in a relevant field is essential. The position offers a permanent contract with competitive compensation.

Qualifications

• 10+ years' experience in a similar role.
• Extensive knowledge in dealer service/parts operations.
• Experience in territory management and enhancing dealer profitability.

Responsibilities

• Ensure timely publication of customer engagement events.
• Establish service workshops aligning with company standards.
• Drive growth in After Sales Service to expand market share.
• Achieve workshop loading targets as per defined goals.
• Resolve customer complaints within agreed timelines.
• Conduct regular meetings with the aftersales regional team.
• Boost dealer profitability and service absorption ratio.

Skills

Service operation management

Process standardization

Territory management

Dealer profitability

Education

Bachelor's degree in a relevant field

Job description

Our OEM Motorcycle Client is looking for a Zonal Service Manager based in France on a permanent basis. Candidates considered for the position must have the right to work in France, e.g. European Citizen.

Job Purpose:

The Zonal Service Manager is responsible for the dealer service performance in the Zone and will lead the implementation of various service processes. The incumbent will provide guidance on overall business operations, identify areas for improvement, and support the implementation of new projects in the zone.

Key Responsibilities:

• Ensure the timely publication of customer engagement events planned by the company to generate market excitement and build pre-launch hype.
• Establish EV service workshops in alignment with company standards, ensuring full compliance with safety norms and operational guidelines.
• Drive growth in After Sales Service to expand the customer market share within the assigned zone.
• Achieve workshop loading targets by increasing the number of job orders and overall service volumes as per the defined goals.
• Ensure penetration of Extended Warranty (EW), Roadside Assistance (RSA), and Annual Maintenance Contracts (AMC) in line with organizational targets.
• Drive customer satisfaction metrics (e.g., InMoment RSA, Service, Quality of Closure) to meet or exceed set benchmarks.
• Support strategic planning for Spare Parts through market intelligence, dealer visits, competitor analysis, and timely information sharing.
• Ensure effective resolution of customer complaints within agreed timelines, including onsite resolution and feedback management.
• Promote service engagement campaigns through collaboration with distributors and participation in customer‑centric events such as rides and campaigns.
• Lead product quality reporting initiatives, including a collection of PDI feedback from distributors, warranty claim parts audits, and service process quality audits across the network.
• Design and implement attractive service schemes aimed at driving workshop footfall and increasing service touchpoints within the zone.
• Ensure proactive customer communication regarding safety tips during natural calamities and promote peace‑of‑mind products such as RSA, insurance renewals, AMCs, and Extended Warranties.
• Conduct regular meetings (virtual/in‑person) with the aftersales regional retail team to assess on‑ground realities and identify business improvement opportunities.
• Support the organization in understanding customer profiles and expectations to refine and improve service offerings.
• Provide spare parts management assistance to channel partners and facilitate seamless coordination with the factory team.
• Ensure new model service readiness, including timely service training, procurement of initial parts kits, and availability of tools and equipment in the zone.
• Support onboarding and operational setup for new dealers in the assigned zone.
• Ensure timely completion of all service‑related projects, in line with organizational targets and deadlines.
• Taking the lead in process enhancements for the customer journey to reduce customer complaints and monitor NPS to provide a better customer experience.
• Accountable for boosting dealer profitability and the dealership's service absorption ratio.

Essential Experience:

• 10+ years’ experience in a similar role, including:
• Extensive service operation management and process standardization.
• Knowledge of dealer service/ parts operations.
• Territory management and dealer profitability experience.

Education Required:

• Bachelor’s degree in a relevant field.