Territory Service Manager

Ashok Leyland; Alwar; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Ashok Leyland is seeking a service operations leader to oversee dealer territory service activities, ensuring quality and SLA adherence. You will drive customer satisfaction through strong relationships and effective issue resolution.

You will monitor KPIs, lead trainings, implement process improvements, and ensure safety and compliance while staying aligned with industry trends and competitive initiatives.

Responsibilities

• Manage and supervise service operations within the territory, ensuring compliance with quality standards and service level agreements.
• Cultivate and sustain robust relationships with key customers, addressing their service requirements to ensure customer retention.
• Implementation of AL process changes and improvements across dealerships.
• New product establishment in the market in terms of executing Driver trainings, Back to back trails and complaint resolution.
• Monitor and analyze KPIs such as TAT, repeat jobs, AL-Helpline, revenue streams, job cards, and claims processing to assess service performance. Identify areas for improvement and implement corrective actions as needed.
• Product performance reports – Capture and share field failures and coordinate for joint inspection in identification of root-cause and corrective action.
• Product campaigns – Drive the dealerships in completion of product campaigns for the vehicles involved.
• Warranty and process audits at dealerships to ensure process adherence.
• Lead and mentor a team of service professionals, providing guidance, training, and support to achieve performance targets and objectives.
• Work on improving the skill capabilities at dealership level – productive and frontoffice staffs.
• Implement and enforce safety protocols and compliance standards within the service team to ensure a secure working environment.
• Stay abreast of industry trends, technological advancements, and customer feedback to proactively enhance service offerings and stay competitive.
• Share information on competitive products and initiatives.

Job description

• Manageand supervise service operations within the territory, ensuring compliance withquality standards and service level agreements.
• Cultivateand sustain robust relationships with key customers, addressing their service requirementsto ensure customer retention.
• Implementationof AL process changes and improvementsacross dealerships.
• Newproduct establishment in the market in terms of executing Driver trainings,Back to back trails and complaint resolution.
• Monitorand analyze key performance indicators (KPIs) such as TAT, repeat jobs,AL-Helpline, revenue streams, job cards, and claims processing to assessservice performance. Identify areas for improvement and implement correctiveactions as needed.
• ProductPerformance reports – Capture and share field failures and co-ordinate forJoint inspection in identification of root-cause and corrective action.
• Productcampaigns – Drive the dealerships in completion of product campaigs for thevehicles involved.
• Warrantyand process audits at dealerships to ensure process adherence.
• Leadand mentor a team of service professionals, providing guidance, training, andsupport to achieve performance targets and objectives.
• Workon improving the skill capabilities at dealership level – productives and frontoffice staffs.
• Implement and enforce safety protocolsand compliance standards within the service team to ensure a secure workingenvironment.
• Stayabreast of industry trends, technological advancements, and customer feedbackto proactively enhance service offerings and stay competitive.
• Shareinformation on competitive products and initiatives.