Area Service Manager

Zonal Service Manager

Milwaukee - Hybrid role

The Zonal Service Manager (Area 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.

Responsibilities of the role;

• 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.

Experience Required:

• 13 years’ experience in a similar role, including;
• Extensive service marketing experience
• Knowledge of dealer service/ parts operations
• Territory management and dealer contact experience
• Please note that you must have Automotive experience within ideally 2 wheeler - Motorcycles

Royal Enfield - About Us:

Flying Flea, endorsed by Royal Enfield, is the new City mobility brand that is an expression of Royal Enfield’s commitment to keep moving forever forward. Operating at the intersection of technology and lifestyle, Flying Flea is a new brand that continues a legacy of innovation and creates a new category for the global marketplace and beyond.

An evolution of Royal Enfield’s 120 years philosophy of Pure Motorcycling, Flying Flea as a brand

draws inspiration from the 1940 Royal Enfield Flying Flea motorcycle, an engineering marvel that was purpose-built to be air-dropped by parachute. Built to deliver a smart, nimble, and agile ride experience, the Flying Flea is a sophisticated mix of authentic design and cutting-edge technology, infused with the inimitable feel and style typical to Royal Enfield motorcycles. Looking to drive the next 100 years of pure motorcycling, Flying Flea’s first products will be the classic-styled FF.C6 followed by the scrambler-styled FF.S6, both expected by early 2026.

The Flying Flea team within Royal Enfield, boasts of a class-leading team of more than 200 engineers in the UK and India, allowing Flying Flea to develop its own motor, battery, BMS, and custom software for its line of connected electric vehicles. With more than 40 patent applications filed for native and connected applications, end-to-end technology for the Flying Flea has been developed in-house, in partnership with industry-leading experts and brands. The brand is setting up an exclusive EV manufacturing space within its manufacturing facility at Vallam Vadagal.

Read more about us: https://flyingflea.royalenfield.com/in/en/home

Catch-up on all the latest openings: https://royalenfield.com/aboutus/careers/

What will it be like to work for Royal Enfield:

Headquartered in India, Royal Enfield is a multi-geography, multicultural organization that spans across 65 countries in the world. The global leader in the middleweight motorcycle segment (250 750cc), the team at Royal Enfield has been growing consistently, competitively and profitably over a decade now, actively chasing its aim to be a global premium brand from India.

At Royal Enfield, we don’t simply focus on what we do, but how we do it is also very important to us. We do not follow the industry conventions, or take the well-trodden path. We create our own path and that has led us to this outstanding success. Our values and the brand remain at the core of all our activities, as we work towards transforming Royal Enfield into a complete experiential brand. To that effect, we are adding quality and diversity to the existing team by bringing in new people from different industries providing us with a wide range of thoughts and ideas; people from different parts of the world to help us learn about the markets we intend to serve in the future.