Manager– Service (North LATAM)

Job DescriptionRole Title: Manager– Service (North LATAM)Function: Service

Department: Export Business Unit (EBU)Location: (Travel across LATAM)Job PurposeTo drive service excellence across the LATAM region by strengthening distributor service capabilities, resolving technical issues, improving customer satisfaction, and ensuring effective implementation of service standards and processes across marketsReporting StructureReporting To: GM / VP – Service, Export Business UnitEducational QualificationEssential:Graduate Engineer (Mechanical / Automobile Engineering)ExperienceTotal Experience: 3 – 10 yearsPreferred Industry Background: Automobile industry (2W / 3W / CV / 4W)Key Responsibilities1.

Service Network DevelopmentSupport distributors in establishing and strengthening service networks across LATAM markets.Ensure implementation of service standards and processes across distributor workshops and dealer service centers.Monitor service readiness for new product launches and market expansion.2. Technical Support & Issue ResolutionProvide technical guidance and support to distributors and service teams for product-related issues.Conduct root cause analysis of field failures and coordinate with Product Support and R&D teams.Ensure timely resolution of critical service issues affecting customer experience3. Distributor Capability DevelopmentWork closely with distributors to build service capabilities and technical expertise within their teams.Conduct technical trainings and service workshops for distributor and dealer service personnel.Strengthen distributor processes related to diagnostics, repairs, and service quality.4. Customer Satisfaction & Service QualityMonitor and improve customer satisfaction metrics across LATAM markets.Ensure high levels of service quality, turnaround time, and technical resolution efficiency.Drive initiatives to improve after-sales experience and brand perception.5. Market Feedback & Product ImprovementCapture and analyze field feedback on product performance and service challenges.Present technical insights and recommendations to Product Support and R&D teams for product improvements tailored to market needs.Key CompetenciesTechnical / FunctionalStrong technical understanding of automotive systemsAbility to analyze and resolve product-related technical issuesUnderstanding of service management and service network developmentBehaviouralStrong analytical and problem-solving skillsEffective communication and stakeholder managementAbility to influence distributor leadership and drive executionLeadership maturity to work with senior management of multiple distributorsCapability to conduct detailed technical investigations and present insights to internal technical teamsTravel RequirementFrequent travel across LATAM markets to support distributor service operations and technical initiatives.