Territory Service Manager

Ashok Leyland; Bathinda; On-site; INR 600,000 - 900,000; Full time

Job summary

Ashok Leyland is seeking a capable Service Operations Manager to oversee service activities across the territory. The role focuses on maintaining quality, expanding dealer capabilities, and ensuring strong customer relationships through disciplined processes and proactive problem solving.

You will lead a team of service professionals, drive training programs, monitor KPIs, and implement safety standards to keep operations efficient and compliant with SLAs.

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 trials 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 front-office staff.
• 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.