Field Service Manager - Kodad

Daimler Truck AG; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Daimler Truck AG is seeking a Regional Customer Service Manager to oversee service operations for commercial vehicle products in the specified region.

The role focuses on delivering prompt service, optimizing dealer profitability, and ensuring warranty and non-warranty support, with emphasis on data-driven improvements and cross-functional collaboration.

Qualifications

• Bachelor's degree in Mechanical Engineering / Automotive Engineering.
• 5–10 years in automotive service operations or field service management.
• Proficiency in CRM, DMS, ERP systems, MS Office.

Responsibilities

• Contribute to the development and execution of regional customer service strategies and initiatives.
• Align service objectives with business goals and customer satisfaction targets.
• Oversee daily operations of the customer service team within the region, including service centres and field support.
• Ensure customer inquiries, complaints, and service requests are addressed promptly and professionally.
• Develop and implement service policies and procedures to improve service quality and efficiency.
• Monitor and analyse customer feedback and satisfaction metrics to identify areas for improvement.
• Collaborate with other departments to resolve issues and implement solutions.

Education

Bachelor's degree in Mechanical Engineering / Automotive Engineering

Tools

CRM

DMS

ERP systems

MS Office

Job description

Job Description:

Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area. This role ensures the optimal functioning and performance of vehicles in the field, dealer profitability, supporting both warranty and non-warranty repairs, maintenance, diagnostics, and technical assistance and is responsible for ensuring efficient and timely delivery of maintenance, repairs, and technical support for commercial vehicles.

Responsibilities

Main task

Customer Service Strategy & Management:

• Contribute to the development and execution of regional customer service strategies and initiatives
• Align service objectives (FRM+3 Hours) with overall business goals and customer satisfaction targets
• Stay informed about industry trends and best practices to enhance service offerings
• Oversee daily operations of the customer service team within the region, including service centres and field support
• Ensure that customer inquiries, complaints, and service requests are addressed promptly and professionally
• Develop and implement service policies and procedures to improve service quality and efficiency

Customer Experience Enhancement:

• Monitor and analyse customer feedback and satisfaction metrics to identify areas for improvement
• Implement initiatives to enhance the overall customer experience and resolve recurring issues
• Develop and maintain strong relationships with key customers to ensure their needs are met

Service Quality and Compliance:

• Ensure that all service operations comply with company standards, industry regulations, and safety guidelines.
• Conduct regular audits and inspections to ensure service quality and adherence to best practices.
• Address and resolve any service quality issues or non-compliance concerns.

Operational Efficiency:

• Optimize service processes and workflows to improve efficiency and reduce operational costs.
• Manage dealer profitability and to ensure parts retail and wholesale business.
• Implement and track key performance indicators (KPIs) to measure and improve service performance.

Problem Resolution and Escalation:

• Act as the point of contact for escalated customer issues and complex service problems.
• Collaborate with other departments (e.g., sales, technical support) to resolve issues and implement solutions.
• Ensure timely and effective resolution of customer complaints and service requests.

Reporting and Analysis:

• Prepare and present regular reports on service performance, customer feedback, and operational metrics.
• Analyse service data to identify trends, areas for improvement, and opportunities for process enhancements.
• Provide insights and recommendations to senior management based on service performance and customer/dealer feedback.

Qualifications

Education

Bachelor’s degree in Mechanical Engineering / Automotive Engineering or related field

Experience

• 5–10 years in automotive service operations or field service management
• Automotive diagnostics, warranty systems, dealer management, troubleshooting
• Automotive OEM, Commercial Vehicles, Passenger Vehicles, EV Industry
• Proficiency in CRM, DMS, ERP systems, MS Office