Job Description: Cluster Manager - Service
Department: After Sales Service
Industry: Automobile
Reports to: Area Service Manager
Experience: 5-7 years in automotive after-sales service management
Education: BE/BTech in Mechanical/Automobile Engineering or Diploma in Automobile Engineering
Key Responsibilities
- Oversee daily operations of multiple service stations within the assigned cluster
- Ensure consistent service quality standards and implement best practices across all managed locations
- Monitor and improve service delivery processes, customer experience, and operational excellence
- Ensure compliance with company policies, procedures, and safety standards
- Drive after-sales service performance improvement initiatives across all service stations
- Monitor key performance indicators including customer satisfaction scores, service turnaround time, and revenue targets
- Conduct regular performance reviews and develop action plans to address performance gaps
- Analyze service data and market trends to identify improvement opportunities
- Ensure superior customer service delivery across all touchpoints and handle escalated complaints
- Collaborate with sales teams to ensure seamless customer handover and experience
