Territory Service Manager

Ashok Leyland; Jodhpur; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Ashok Leyland in Jodhpur is seeking a Service Operations Manager to oversee dealership service activities, ensure quality standards, and maintain strong customer relationships. Responsibilities include implementing process improvements, leading a team of service professionals, and driving KPI-driven performance.

The role requires expertise in service operations, stakeholder management, and safety compliance within a dealership network.

Qualifications

• Experience in managing service operations within automotive dealership networks.
• Strong ability to build and maintain relationships with key customers and stakeholders.
• Proven track record in improving service processes and SLAs.
• Experience leading a team of service professionals and training staff.
• Familiarity with KPI tracking and service metrics (TAT, repeat jobs, claims).

Responsibilities

• Manage and supervise service operations within the territory, ensuring compliance with quality standards and SLAs.
• Cultivate and sustain robust relationships with key customers, addressing their service requirements to ensure customer retention.
• Implement AL process changes and improvements across dealerships.
• Drive new product establishment through driver trainings, trials, and complaint resolution.
• Monitor KPIs such as TAT, repeat jobs, helpline, revenue streams, job cards, and claims processing; identify areas for improvement and implement corrective actions.
• Lead and mentor a team of service professionals, providing guidance, training, and support to achieve targets.
• Improve skill capabilities at dealership level and enforce safety protocols.
• Stay abreast of industry trends and customer feedback to proactively enhance service offerings.

Skills

Customer relationship management

KPI analysis

Team leadership

Process improvement

Safety compliance

Dealership operations

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.