Territory Service Manager

Ashok Leyland; Jodhpur; On-site; INR 400,000 - 700,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. in India is seeking a seasoned service operations leader to oversee dealership service activities. You will manage performance, drive process improvements, and lead trainings to enhance customer satisfaction and retention across the territory.

The role focuses on implementing changes, monitoring KPIs, ensuring quality and SLAs, and mentoring a team of service professionals to achieve targets and objectives.

Qualifications

• Experience in field service operations or dealership networks.

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.
• 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.

Skills

Team leadership

Customer relationships

KPI analysis

Process improvement

Training

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.