IMEA (India, Middle East, Africa)
India
LIXIL INDIA PVT LTD
Employee Assignment
Not remote
Full Time
18 May 2026
Job Description: Regional Service Manager Role Overview The Regional Service Manager (RSM) is the strategic lead for service operations within the region. This role is responsible for balancing operational efficiency with financial discipline, ensuring that the service network expands in alignment with business growth. You will be the primary custodian of regional KPIs, compliance, and stakeholder relationships, driving both customer satisfaction and long-term profitability. Core Responsibilities 1. Strategic Network & Resource Planning
- Network Expansion: Develop and execute strategies to expand the service network (Authorized Service Providers) to meet increasing market demand.
- Spare MSL Planning: Manage Minimum Stock Levels (MSL) for spare parts across the region to ensure high fulfillment rates while optimizing working capital.
- Budget Control: Exercise strict oversight of the regional service budget, ensuring all operational costs remain within approved annual parameters. 2. Operational Excellence & KPI Management
- KPI Ownership: Drive overall regional performance across key metrics: ○ TAT (Turnaround Time) ○ FTNF (First Time Fix) ○ NPS/CSAT (Customer Satisfaction Scores)
- Pending Management: Rigorously review and resolve service cases open for 7+ days to prevent aging and customer dissatisfaction.
- Financial Integrity: Conduct monthly invoice validation and processing for vendors and service partners to ensure accurate and timely payouts. 3. Governance & Approvals
- Goodwill & Exceptions: Review and authorize Goodwill gestures or exceptional service approvals, balancing customer retention with fiscal responsibility.
- Compliance: Ensure 100% adherence to company policies, statutory regulations, and service protocols across all touchpoints in the region. 4. Stakeholder & Talent Management
- Cross-Functional Collaboration: Act as the bridge between Service and Sales; conduct regular reviews with Sales Stakeholders (SHs) and Regional Managers (RMs) to align on market needs.
- Team Leadership: Align regional staff with organizational goals through clear communication and Leading by Objective.
- Talent Development: Identify high-potential employees and implement development programs to build a robust leadership pipeline.
