CNH Industrial - Area Service Manager

About the Role:

We are seeking a highly motivated and experienced Area Service Manager to lead and optimize our service operations within a designated geographical area.

The successful candidate will be responsible for ensuring exceptional customer satisfaction, driving operational efficiency, managing a high-performing team, and contributing to the overall business growth.

This is a critical leadership role that requires a blend of strategic thinking, hands-on operational management, and strong interpersonal skills.

Key Responsibilities:

Service Operations Management:

- Oversee the end-to-end service delivery process within the assigned area, ensuring adherence to company standards, policies, and Service Level Agreements (SLAs).

- Manage multiple service centers, workshops, or field service teams, ensuring optimal resource allocation and utilization.

- Implement and monitor service quality metrics, striving for continuous improvement in service delivery and customer experience.

- Manage spare parts inventory, logistics, and supply chain within the area to ensure timely availability and cost efficiency.

- Ensure compliance with all regulatory requirements, safety standards, and company operational guidelines.

Team Leadership & Development:

- Lead, mentor, and develop a team of service professionals, including service engineers, technicians, and support staff.

- Conduct performance reviews, provide constructive feedback, and identify training and development needs for team members.

- Foster a positive, collaborative, and high-performance work environment.

- Participate in the recruitment and onboarding of new service personnel.

Customer Relationship Management:

- Act as a primary point of contact for key customers and handle escalated customer complaints or complex service issues, ensuring prompt and effective resolution.

- Implement strategies to enhance customer loyalty and satisfaction, actively seeking customer feedback and translating it into actionable improvements.

- Build and maintain strong relationships with customers, dealers, and other external stakeholders.

Financial & Business Performance:

- Manage the service area's budget, control operational costs, and identify opportunities for cost savings and revenue generation.

- Analyze service performance data, identify trends, and prepare comprehensive reports for senior management on key metrics such as customer satisfaction, resolution times, and profitability.

- Contribute to the development and execution of strategies to expand service reach and market share within the assigned area.

Strategic Planning & Reporting:

- Conduct market analysis to identify new service opportunities, competitive landscapes, and customer needs.

- Collaborate with sales, marketing, and product teams to align service strategies with overall business objectives.

- Prepare and present regular performance reports, forecasts, and strategic plans to regional and

national leadership.

Qualifications:

Education:

- Master of Business Administration (MBA) from a reputed institution is mandatory.

- A Bachelor's degree in Engineering (Mechanical, Electrical, Electronics, or related field) is highly preferred.

Experience:

- 6-10 years of progressive experience in service operations management, with at least 3-5 years in a leadership or managerial capacity overseeing a team or an area.

Industry Experience:

- Prior experience in [mention relevant industries, e.g., Consumer Durables, Automotive, Telecom, IT Hardware, Industrial Equipment, Healthcare Devices] is highly desirable.

Skills Required:

- Leadership & People Management: Proven ability to lead, motivate, and develop diverse teams.

- Operational Excellence: Strong understanding of service delivery processes, quality management systems, and operational efficiency principles.

- Customer Centricity: A deep commitment to delivering outstanding customer service and resolving complex issues effectively.

- Financial Acumen: Ability to manage budgets, analyze P&L statements, and drive profitability.

- Analytical & Problem-Solving: Excellent analytical skills to interpret data, identify root causes, and implement effective solutions.

- Communication: Exceptional verbal and written communication, presentation, and negotiation skills.

- Strategic Thinking: Ability to develop and execute strategic plans for service growth and improvement.

- Tech Proficiency: Proficient in CRM software, service management platforms, and Microsoft Office Suite (especially Excel for data analysis).

- Adaptability: Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

- Travel: Willingness to travel extensively within the assigned area as required