Regional Manager South – Customer Support

The Regional Manager South – Customer Support will oversee and ensure the efficient functioning of all service centers in the southern region, maintaining high standards of customer satisfaction, operational excellence, and financial discipline. This role will serve as a key link between service centers and top management, ensuring adherence to company policies, KPIs, and performance standards while driving continuous improvement and growth.

Key Responsibilities:

• Monitor and evaluate service center performance against established KPIs and operational standards.
• Act as a liaison between service centers and top management to implement strategies and ensure policy compliance.
• Ensure efficient service operations and adherence to customer service quality benchmarks across all centers.
• Conduct regular operational audits and maintain detailed audit records.
• Identify and resolve operational bottlenecks and performance issues at the regional level.
• Provide leadership, training, and mentorship to Zonal Managers, Deputy Regional Managers, and Area Incharges.
• Conduct periodic performance reviews and foster a culture of accountability and improvement.
• Visit key dealers as needed to address concerns, gather feedback, and strengthen relationships.
• Organize monthly service and sales meetings to review market issues and product-related concerns.
• Control warranty-related costs and expenses while ensuring profitability and service efficiency.
• Coordinate with HR for staffing requirements, hiring, and resource allocation.
• Implement and monitor standard operating procedures to ensure consistent service delivery.
• Address escalated customer complaints promptly in coordination with regional teams.
• Consolidate and present regional performance reports and data analysis to senior management.
• Analyze trends to identify improvement areas and formulate actionable plans.
• Ensure compliance with financial targets and monitor service center budgets.
• Follow up rigorously to resolve accounts receivable and pending payment issues, ensuring zero backlog.
• Collaborate with senior management to identify opportunities for network expansion and regional growth.

Qualifications:

• BSc Engineering (Electrical/ Mechanical). Master’s degree preferable (Engineering/Management).
• 10 years of experience in customer support or service operations, with at least 5 years in a managerial or regional leadership role.
• Proven experience in managing multi-location service operations.
• Strong leadership, communication, and problem-solving abilities.
• Proficiency in CRM tools, reporting systems, and data analysis.
• Excellent decision-making and organizational skills.
• Customer-focused approach with a commitment to operational excellence.