Job Description

Role Title: Manager– Service (North LATAM)
Function: Service
Department: Export Business Unit (EBU)
Location: Mexico City (Travel across LATAM)
Grade / Level: EX

Job Purpose

To drive service excellence across the LATAM region by strengthening distributor service capabilities, resolving technical issues, improving customer satisfaction, and ensuring effective implementation of Bajaj Auto’s service standards and processes across markets.

Reporting Structure

Reporting To: GM / VP – Service, Export Business Unit
Direct Reportees: Nil

Educational Qualification

Essential:

• Graduate Engineer (Mechanical / Automobile Engineering)

Experience

• Total Experience: 3 – 10 years
• Preferred Industry Background: Automobile industry (2W / 3W / CV / 4W)

Key Responsibilities

1. Service Network Development

• Support distributors in establishing and strengthening service networks across LATAM markets.
• Ensure implementation of Bajaj 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 Resolution

• Provide technical guidance and support to distributors and service teams for product-related issues.
• Conduct root cause analysis of field failures and coordinate with Bajaj Product Support and R&D teams.
• Ensure timely resolution of critical service issues affecting customer experience.

3. Distributor Capability Development

• Work 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 Quality

• Monitor 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 Improvement

• Capture and analyze field feedback on product performance and service challenges.
• Present technical insights and recommendations to Bajaj Product Support and R&D teams for product improvements tailored to market needs.

Key Competencies

Technical / Functional

• Strong technical understanding of automotive systems
• Ability to analyze and resolve product-related technical issues
• Understanding of service management and service network development

Behavioural

• Strong analytical and problem-solving skills
• Effective communication and stakeholder management
• Ability to influence distributor leadership and drive execution
• Leadership maturity to work with senior management of multiple distributors
• Capability to conduct detailed technical investigations and present insights to internal technical teams

Travel Requirement

Frequent travel across LATAM markets to support distributor service operations and technical initiatives.