Channel Service Manager

WE ARE HIRING: Channel Service Manager

Location: Sri Lanka
Employment Type: Full Time
Industry: Commercial Vehicles / Automotive Aftermarket

Role Overview

We are seeking a dynamic and results-oriented Channel Service Manager to lead aftermarket service operations, dealer network performance, customer satisfaction initiatives, and parts business development within an assigned territory. The successful candidate will play a critical role in strengthening the service network, driving aftermarket revenue growth, improving customer experience, enhancing dealer capabilities, and ensuring operational excellence across workshops and service channels. This role requires strong technical, commercial, and relationship management capabilities within the automotive or commercial vehicle sector.

Key Responsibilities

Business Development

• Drive parts sales performance and achieve territory revenue targets through effective parts business management.
• Follow up on orders, billing activities, and payment collections in line with business objectives.
• Identify strategic locations for retail parts outlets and aftermarket expansion opportunities.
• Support the establishment and development of parts retail channels and service touchpoints.
• Increase parts availability across key markets to improve product accessibility and customer convenience.
• Support initiatives that contribute to increased workshop inflows and aftermarket business growth.
• Monitor parts business performance and implement action plans to improve commercial outcomes.

Customer Satisfaction & Workshop Management

• Drive customer satisfaction initiatives and promote superior uptime for customers.
• Establish and monitor workshop-level customer satisfaction KPIs.
• Review dealership and service center performance against operational and customer service benchmarks.
• Develop and implement improvement plans to address performance gaps and enhance customer experience.
• Investigate customer concerns and ensure timely resolution of complaints through channel partners.
• Monitor repeat complaints and implement corrective actions to minimize recurring issues.
• Ensure compliance with warranty processes, policies, and claim reimbursement requirements.
• Support the effective use of service management systems for warranty and claim administration.
• Plan and execute aftermarket service programs and customer engagement initiatives.

Channel Management

• Review and evaluate dealer and workshop performance against business objectives and operational standards.
• Provide guidance and support to channel partners to improve operational effectiveness.
• Develop action plans to address performance gaps and strengthen dealer capabilities.
• Drive channel expansion and upgrading initiatives in line with business growth strategies.
• Ensure process adherence and operational compliance across the service network.
• Support the implementation of service standards and best practices across all channel partners.

Competency & Network Development

• Assess service network capabilities and identify competency gaps across workshops and dealer locations.
• Develop and coordinate technical training programs to strengthen service capabilities.
• Support manpower development initiatives and technical skill enhancement programs.
• Drive network expansion through the identification and development of new workshops and service locations.
• Support the establishment of new retail counters and service facilities to increase market coverage.
• Ensure all workshops comply with organizational and warranty standards.
• Strengthen service reach and network accessibility to improve customer convenience and business growth.

Candidate Profile

• Bachelor's Degree or Professional Qualification in Automobile Engineering, Mechanical Engineering, Business Management, or a related discipline.
• Proven experience in Automotive Aftermarket Operations, Service Management, Dealer Network Management, or Commercial Vehicle Service Operations.
• Strong knowledge of service network operations, customer satisfaction management, and workshop administration.
• Experience in parts business development, aftermarket sales, and channel expansion activities.
• Good understanding of warranty processes, dealership operations, and service excellence principles.
• Strong commercial acumen with experience driving revenue growth and aftermarket performance.
• Excellent relationship-building and stakeholder management capabilities.
• Strong analytical and problem-solving skills.
• Ability to lead service improvement initiatives and operational transformation programs.
• Excellent communication, negotiation, and presentation skills.
• Ability to work independently and manage multiple channel partners across territories.
• Experience within the commercial vehicle or automotive industry will be highly preferred.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you!

Our client is looking for a skilled individual to fill the role of Channel Service Manager.

Apply now and see how you can be the perfect fit for this exclusive position!

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