Head- Service @ Rajkot !

Captain Tractors; Rajkot; On-site; INR 400,000 - 700,000; Full time

Job summary

Captain Tractors seeks a seasoned Service Leader to shape and execute the after-sales service strategy across its pan-India network from Rajkot. You will lead regional managers, set SOPs and KPIs, and drive a customer-centric service culture.

Key responsibilities include dealer service operations, quality improvement, warranty management, and technical capability development to support new product launches and service promotions.

Qualifications

• B.E./B.Tech. in Mechanical/Agricultural/Automobile Engineering.
• MBA in Operations/Marketing preferred.
• 15-20 years in Tractor, Farm Equipment, Automotive, Construction Equipment, or Agricultural Machinery industries.
• Minimum 5 years in a senior leadership role managing pan-India service operations.

Responsibilities

• Develop and implement after-sales service strategy aligned with business objectives.
• Lead and mentor Regional Service Managers, Territory Service Managers, Warranty Engineers, and Technical Trainers.
• Establish service standards, SOPs, KPIs, and governance across the service network.
• Drive a customer-centric service culture across dealerships and service touchpoints.
• Prepare annual service business plans, budgets, and operational strategies.
• Ensure efficient after-sales support across all dealerships and develop dealership service infrastructure.
• Conduct dealership capability audits covering workshop infrastructure, tools & equipment, skilled manpower, service quality, customer handling, spare parts availability.
• Develop and implement CSI initiatives, monitor FTR repair performance, improve repair quality and turnaround time, and manage customer feedback via CRM and Call Centre.

Education

B.E./B.Tech. (Mechanical / Agricultural / Automobile Engineering)

MBA (Operations/Marketing) preferred

Tools

CRM system

Job description

Role & responsibilities :-

Service Strategy & Leadership

• Develop and implement the organization's overall after-sales service strategy aligned with business objectives.
• Lead and mentor a team of Regional Service Managers, Territory Service Managers, Warranty Engineers, and Technical Trainers.
• Establish service standards, SOPs, KPIs, and governance mechanisms across the service network.
• Drive a customer-centric service culture across all dealerships and service touchpoints.
• Prepare annual service business plans, budgets, and operational strategies.

Dealer Service Operations

• Ensure efficient after-sales support across all dealerships.
• Develop dealership service infrastructure in line with company standards.
• Conduct dealership capability audits covering:
  • Workshop Infrastructure
  • Tools & Equipment
  • Skilled Manpower
  • Service Quality
  • Customer Handling
  • Spare Parts Availability

Customer Satisfaction (CSI)

• Develop and implement initiatives to improve Customer Satisfaction Index (CSI).
• Monitor First Time Right (FTR) repair performance.
• Improve repair quality and turnaround time.
• Monitor customer complaints through CRM and Call Centre.
• Conduct customer satisfaction surveys and analyze feedback.
• Establish corrective action plans to improve customer experience.

Product Quality Improvement

• Conduct field failure analysis.
• Analyze Product Concern Reports (PCRs)
• Perform root cause analysis using structured problem-solving tools.
• Lead cross-functional quality improvement initiatives with:
  • R&D
  • Quality
  • Production
  • Manufacturing Engineering
• Monitor effectiveness of corrective actions.
• Reduce warranty failures and repeat complaints.

SAM Study (Serviceability, Accessibility & Maintainability)

• Conduct SAM studies during new product development.
• Evaluate:
  • Ease of servicing
  • Accessibility of components
  • Repairability
  • Maintainability
• Provide design improvement recommendations to R&D.
• Participate in Design Reviews before product launch.

New Product Development Support

• Participate in new product validation.
• Conduct field trials.
• Develop service readiness plans.
• Prepare service manuals.
• Provide technical feedback to Product Development.
• Support successful product launches.

Warranty Management

• Develop warranty policies.
• Monitor warranty claim processing.
• Reduce warranty turnaround time.
• Analyze warranty trends.Let’s fix it: we need closing tags
• Control warranty costs.
• Coordinate with field teams for warranty settlements.

Technical Training & Capability Development

Design and implement technical capability development programs for:

• Regional Managers
• Territory Service Managers
• Dealer Service Managers
• Dealer Mechanics
• Local Mechanics
• Service Engineers

Develop:

• Aggregate-wise training modules
• OJT Programs
• Technical Certification Programs
• E-learning modules
• Skill Matrix
• Quarterly Skill Competitio

Technical Documentation

Develop and maintain:

• Service Manuals
• Operator Manuals
• Workshop Manuals
• Parts Catalogues
• Service Bulletins
• Troubleshooting Guides
• Wall Charts
• SOPs
• Service Policies
• Technical Videos

Spare Parts Business

Lead the Spare Parts Business by:

• Forecasting spare parts demand
• Analyzing consumption trends
• Improving spare parts availability
• Appointing stockists and retailers
• Driving spare parts revenue and profitability

Service Promotional Activities

Plan and execute:

• Mega Service Camps
• Tractor Health Check-up Camps
• Customer Meets
• Free Service Campaigns
• Seasonal Service Drives
• Rural Service Campaigns

Preferred candidate profile

• B.E./B.Tech. (Mechanical / Agricultural / Automobile Engineering)
• MBA (Operations/Marketing) preferred
• 15-20 years in Tractor, Farm Equipment, Automotive, Construction Equipment, or Agricultural Machinery industries.
• Minimum 5 years in a senior leadership role managing pan-India service operations.