Senior Service Engineer

Sonalika Tractors; Hoshiarpur; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

ITL, based in Hoshiarpur, is seeking an experienced Deputy General Manager to lead its after-sales service for the tractor product line. The role focuses on delivering superior customer service, guiding service teams, and maintaining strong relationships with dealers and customers.

The successful candidate will drive continuous improvement in service delivery, oversee service centers and field teams, and ensure adherence to regulatory standards and company policies.

Responsibilities

• Lead the after-sales service team ensuring high customer satisfaction.
• Develop strategies to improve service response times.
• Primary contact for escalated service issues and resolve them efficiently.
• Oversee day-to-day operations of the after-sales service department and parts availability.
• Monitor service metrics and drive corrective actions.
• Ensure compliance with regulations and company policies.
• Build relationships with dealers and key partners for collaboration.
• Visit dealerships to assess performance and provide guidance.
• Manage warranty claims and service contracts per policy.
• Analyze warranty data to identify trends with product teams.
• Identify opportunities for process improvements within the service function.
• Stay updated on industry trends and technological advancements.

Job description

Group Company: ITL

Designation: Deputy General Manager

Office Location: Hoshiarpur

JobSummary: We are seeking an experienced and dynamic After-SalesService Manager to oversee and manage the after-sales service operations forour tractor product line across. The successful candidate will be responsiblefor ensuring customer satisfaction, managing service teams, driving continuousimprovement in service delivery, and maintaining strong relationships withcustomers and dealers. This role requires a deep understanding of agriculturalmachinery, excellent problem-solving skills, and a strong commitment tocustomer service excellence.

KeyResponsibilities:

CustomerSupport:

• - Lead the after-sales service team inproviding high-quality support to customers, ensuring timely resolution ofservice issues and maintaining high levels of customer satisfaction.
• - Develop and implement strategies to improveservice response times and enhance customer experience.
• - Serve as the primary point of contact forescalated service issues and work to resolve them efficiently.

ServiceOperations Management:

• - Oversee the day-to-day operations of theafter-sales service department, including managing service centers,coordinating field service teams, and ensuring the availability of spare parts.
• - Monitor and analyze service performancemetrics, identifying areas for improvement and implementing corrective actions.
• - Ensure compliance with all relevantregulations, standards, and company policies.

Dealerand Partner Management:

• - Build and maintain strong relationshipswith dealers, distributors, and other key partners to ensure effectivecollaboration and support for after-sales service activities.
• - Conduct regular visits to dealerships andservice centers to assess performance, provide guidance, and address anyissues.

Warrantyand Service Contracts:

• - Manage warranty claims and servicecontracts, ensuring they are processed efficiently and in line with companypolicies.
• - Analyze warranty data to identify trendsand potential product issues, collaborating with the product development teamto address them.

ContinuousImprovement:

• - Identify opportunities for processimprovements within the after-sales service function and implement bestpractices to enhance efficiency and effectiveness.
• - Stay updated on industry trends,technological advancements, and competitor activities to ensure the companyremains competitive in after-sales service

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.