Territory Customer Support Manager_ Tirupati

Ashok Leyland; Tirupati; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Ashok Leyland seeks an Area/Territory Customer Support Manager for Tirupati to oversee service processes across dealerships, aimed at maximizing vehicle uptime and customer satisfaction. The role reports to the Regional Customer Support Manager.

The candidate should possess a Diploma or Degree in Automobile/Mechanical Engineering with 3–4 years in Field Service and strong knowledge of service SOPs. Based in Tirupati, this position supports the LCV business.

Qualifications

• Diploma or degree in Automobile/Mechanical Engineering.
• Experience in Field Service to understand the Field Service SOP.
• Thorough technical knowledge in automobiles and service processes for 3–4 years of experience.

Responsibilities

• Implement and review service processes in assigned dealerships to ensure vehicle uptime and customer satisfaction.
• Ensure dealer manpower, spare parts and tools are available for AL LCV vehicles.
• Monitor field quality issues and reports to provide feedback for countermeasures.
• Assist in new product launch events in the region and drive service performance.

Skills

Field Service

Customer Handling

Regional Support

Education

Diploma or Degree in Automobile/Mechanical Engineering

Job description

Territory Customer Support Manager_ Tirupati Tirupati, Tirupati, Andhra Pradesh, India 6 - 8 Years 1-Executive

Job Description

Role Name: Area/ Territory CustomerSupport Manager

Reporting To (Solid): Regional Customer Support Manager

Matrix ReportingTo (Dotted):NA

Grade: CG23-24A

Business Unit: LCV

Department: LCV

Location: Regions

Number of People Mapped to the Role: 66

Job Purpose

Implement and review service processesin assigned dealerships with a view to ensure vehicle uptime and customersatisfaction within the purview of company policies and guidelines.

DirectReports (Position Title)

Resources

Implement and review service processesin assigned dealerships with a view to ensure vehicle uptime and customersatisfaction within the purview of company policies and guidelines.

Team Size

Direct:

Total Team Size (Onrolls):

Financial Dimensions

Revenue/ Budget Managed :

Non-Financial Dimensions

No. of Vendors/ No. of Products Managed :

MainAccountabilities

Qualifications & Experience

• Diploma or Degree in Automobile / MechanicalEngineering.
• Experience in FieldService to understand the Field Service SOP
• Thorough Technicalknowledge in Automobiles and Service Process for more than 3-4 years ofexperience

KeyChallenges of the Role

• Buy in from dealers
• Handling irate customers

Key Decisions TakenIndependently

• Warranty claims decisions

Areas where supervisor’sguidance/approval is required

Customer & ProductSupport:

• Ensuring dealer hasTrained Manpower, Spare Parts & Tools available at AL LCV Vehicles
• Monitoring field qualityissues & reports through FTR (Field Technical Report) to providefeedbackto technical service for effectiveinitiation of countermeasures
• Assistance in new productlaunch eventsin the region
• Ensuring Instant feedback& high PSF (Post Service Feedback) ratings a for Serviceoffered.
• Completion of Campaign atDealership for timely Product resolution.
• Conduct Service Camps asper plan in the Dealership

Service Process:

• Adherence of ServiceProcess Manual (SOP) at Dealership for uniform Process
• Ensuring warranty Process& timely dispatch of failed parts to FQC (Field Quality Center).
• Meeting proprietary OEsuppliers to handle warrantywithout complaints
• Customer Concernresolution process compliance at dealer after coordination with ServiceTechnical and Service Training
• Skill Dealer servicestaffand ensuring training participations

BusinessDevelopment

• Ensuring to meet targetsfor Service and Parts performance like Service Market share, PS Retention,Parts Count and Workshop sales, RSA (Road Side Assistance), EW (ExtendedWarranty), AMC (Annual Maintenance Contract), RECON (Recondition Engine)Sales.
• Work on the gaps to improve operational viability & SAR (Service Absorption Ratio) ofdealerships
• Monitoring Vehicle onRoad orders for quick supply of parts
• Monitoring and ensuringSpare Parts business at the Dealership
• Monitoring sales of AMCs/ Extended warranty packages at the dealerships for ensuring serviceretention

Service Reach

• Ensure Service TouchPoints are available to customer as per Plan
• Timely activation of theService Outlets
• Monitoring progress ofNew Dealer or its outlet for Service performance

JD Approved by

Job Snapshot

Updated Date

04-11-2026

Job ID

JOB_3688

Department

SERVICE

Location

Location Tirupati, Tirupati, Andhra Pradesh, India