The Area Service Manager (ASM) is responsible for overseeing and managing the service operations across multiple markets and dealerships within a designated geographical area. This role will supervise the performance and activities of Field Service Managers and their respective dealer teams, ensuring that service delivery meets OEM standards and customer expectations. The ASM will drive operational excellence, manage service costs and revenue, and support strategic initiatives to enhance service quality, customer satisfaction, and dealer network performance.
- Service Operations Oversight
- Lead and Manage Field Service Managers: Directly supervise and mentor Field Service Managers across multiple markets (typically 1-2 dealers/markets), ensuring the efficient delivery of service operations, repair activities, maintenance, and technical support for commercial vehicle products.
- Service Program Oversight: Manage the overall service programs in the region, ensuring that all service activities are carried out in accordance with OEM standards, SLAs, and customer expectations. Ensure the timely response and resolution of customer issues.
- KPI & Performance Monitoring: Track and evaluate performance metrics for service operations, including technician productivity, service quality, revenue generation (AMC, EWP), and cost control (CS expenses). Work with Field Service Managers to improve performance against KPIs and overcome challenges.
- Revenue & Cost Management: Drive service-related revenue (e.g., parts, AMC/EW contracts) and ensure cost-effective service operations. Prepare and manage budgets for service expenses, ensuring profitability and cost optimization across the region.
- Report Generation & Submission: Provide regular performance reports to senior management, highlighting achievements, challenges, and actionable insights. Report on service delivery metrics, vehicle performance issues, warranty claims, and field service productivity.
- Strategic Leadership
- Service Quality & Compliance: Ensure that all field service activities adhere to the company’s service quality standards, safety regulations, and industry best practices. Conduct regular audits (e.g., SPADE audits) on field service operations, identifying areas for improvement and implementing corrective actions.
- Continuous Improvement: Proactively identify opportunities for improving service delivery efficiency and customer satisfaction. Initiate programs to reduce product failures, enhance service processes, and improve technical competency in the field.
- Technical Expertise & Problem Solving: Provide escalation support for complex technical issues, product failures, and warranty claims. Oversee root cause analysis and the implementation of corrective actions for recurring vehicle or product issues.
- Dealer Relationship Management
- Dealer Support & Development: Build and maintain strong relationships with dealers and their service teams. Provide guidance and support for the Field Service Managers to ensure that service targets, quality standards, and revenue objectives are met.
- KPI Awareness & Performance Reviews: Regularly engage with dealers to review their performance against set KPIs, offering support and strategies to overcome operational challenges. Drive dealer compliance with OEM policies and encourage best practices in service operations.
- Customer & Dealer Satisfaction: Collaborate with dealers to ensure customer satisfaction and loyalty. Identify areas where service delivery can be improved and implement initiatives to strengthen relationships and improve service quality.
- Training & Development
- Team & Dealer Training: Identify training needs for Field Service Managers, technicians, and dealer service staff. Oversee the development and execution of training programs to improve technical skills, customer service, and operational efficiency.
- Talent Development & Succession Planning: Mentor and develop high-potential team members, ensuring that they have opportunities for career growth within the organization.
- Resource Management & Support:
- Field Resource Allocation: Ensure optimal deployment of field engineers and technical resources across the region. Monitor resource usage, workload distribution, and ensure efficient use of assets (e.g., tools, vehicles, equipment) in service operations.
- Parts & Inventory Management: Collaborate with Field Service Managers to manage parts inventory and optimize stock levels. Ensure that parts orders are executed in a timely manner to avoid delays in service delivery.
- Warranty & Claims Management
- Warranty Process Oversight: Oversee the warranty and claims management processes, ensuring that all claims are processed in compliance with OEM policies. Validate and approve warranty claims and Product Change Requests (PCRs) where necessary.
- Root Cause Analysis for Claims: Collaborate with the technical team to conduct root cause analysis of product failures, ensuring that any systemic issues are addressed and prevented.
- Commercial Vehicle Expertise: In-depth understanding of commercial vehicle components, systems (e.g., engine, driveline, electrical, electronics), diagnostics, and maintenance procedures. Experience in troubleshooting and resolving complex vehicle-related issues in the field.
- Field Service Management: Minimum 7-10 years of experience in field service operations, preferably within the commercial vehicle industry. Proven ability to manage teams, budgets, and service programs.
- Service Operations & Revenue Management: Experience in managing service operations, revenue generation (AMC/EWP), cost control, and resource management in a multi-market or multi-dealer environment.
- Warranty & Claims Management: Expertise in warranty processes, claims management, and service recovery. Ability to handle complex warranty and transit claims while adhering to OEM policies.
- Root Cause Analysis & Technical Problem-Solving: Expertise in conducting root cause analysis, resolving technical challenges, and implementing corrective actions for product and service-related issues.
- CRM/DMS Proficiency: Proficiency in the use of Customer Relationship Management (CRM) and Dealer Management Systems (DMS) to track service activities, customer interactions, and performance metrics.
Leadership & Managerial Skills:
- Leadership: Strong leadership skills, with experience in managing, mentoring, and developing field teams. Ability to motivate and guide teams towards achieving service excellence and performance targets.
- Communication & Interpersonal Skills: Excellent verbal and written communication skills with the ability to interact with senior management, dealers, customers, and field teams effectively.
- Strategic Thinking: Ability to think strategically and align service operations with the company’s broader business objectives.
- Customer-Centric Mindset: A focus on customer satisfaction and the ability to drive service initiatives that improve customer experience.
Educational & Professional Qualifications:
- Education: A degree in Mechanical Engineering, Automotive Engineering, or a related field is preferred. Relevant certifications in commercial vehicle maintenance or OEM-specific training are a plus.
- Experience: A minimum of 7-10 years of experience in the after-sales service industry, specifically in commercial vehicles, with at least 2-3 years in a managerial capacity.
- Technical Skills: Expertise in diagnostics, troubleshooting, and repair of commercial vehicles. Experience with diagnostic tools, service management systems (CRM, DMS), and parts management.
At Daimler Truck, we promote diversity and foster an inclusive corporate culture. We value the individual strengths of our employees, as these lead to the best team performance and thus to the success of our company.
Inclusion and Equal opportunities are important to us – regardless of where you come from and who you are. We look forward to receiving applications from people of all cultures and genders, parents, people with disabilities and people from the LGBTIQ+ community.
