Service Manager

TITLE: Service Manager LOCATION: Northeast USA DIRECT REPORTS: None FLSA STATUS: Exempt REPORTS TO: National Service Manager JOB OVERVIEW : The Regional Parts & Service Manager is responsible for overseeing assigned Mahindra USA dealerships within a designated geographic service territory. This role encompasses all aspects of after-sales service, including parts and training duties, to support the dealerships and ensure customer satisfaction, thereby fostering brand loyalty.

The Field Service Manager works closely with and reports directly to the Sr. Manager of Service Support to achieve specified monthly, quarterly, and annual objectives ESSENTIAL DUTIES AND RESPONSIBILITIES: Technical:

• Collaborate with the MAgNA Tech support team to promptly resolve dealer service & parts issues and improve customer satisfaction.
• Provide regional and on-site system training to aid in troubleshooting and repairing equipment.
• Work with the Dealer Service team to advance the Service Management Development and Certification Program. Dealer Development:
• Participate in the new dealer selection and onboarding processes.
• Conduct capability assessments for dealers and develop action plans to enhance their performance.
• Ensure dealer participation in required technical training and certification programs for Mahindra products.
• Train dealer service and parts personnel on Mahindra systems (Dealer portal, mTAR, EPC, m. Warranty, etc.).
• Assist dealerships in improving absorption rates through increased sales. Parts & Service:
• Collaborate with the Mahindra parts aftersales team and dealer parts team to meet parts purchase targets for the region.
• Basic understanding of Service& parts Operations management and KPIs
• Promote the usage of Mahindra OEM service parts within assigned dealerships.
• Increase dealership participation in parts programs and promotions.
• Provide technical assistance related to parts to dealerships. Quality, Warranty & Campaigns :
• Ensure dealers' personnel are trained in warranty processes and procedures.
• Monitor campaign completion and advocate for 100% closure on all safety-related issues.
• Administer the goodwill policy in alignment with customer, dealership, and Mahindra interests, adhering to budgetary constraints.
• Conduct regular warranty audits to ensure compliance with warranty policy.
• Report field issues and repeated failures to the quality team.

Education

Bachelor’s Degree and experience in agriculture, or construction industry. Required Qualifications:

• Minimum 5+ years of Aftersales experience in the agricultural, construction, automotive industry.
• Knowledge of dealership operations and working with dealers
• Good understanding of service and parts operations management
• Strong Technical knowledge in Agricultural equipment’s
• Excellent verbal and written communication skills for effective interaction with dealers and customers
• Ability to resolve technical problems across various domains, including mechanical, electrical, electronic, and hydraulic issues
• Intermediate to advanced knowledge of Microsoft Office Applications.
• Ability to Travel 75% of the time.
• Valid driver’s license with a clean driving record