Territory Service Manager

Ashok Leyland; Meerut; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Ashok Leyland in Meerut, India, seeks an Executive to oversee service operations within the territory, ensuring quality and SLAs while building strong customer relationships. The role involves implementing process changes across dealerships, driver trainings, and handling complaints to maintain service excellence.

You will monitor KPIs, coordinate product campaigns, and mentor a team of service professionals, driving performance and safety compliance across the network.

Qualifications

• Experience in service operations management or field service coordination.
• Strong relationship management and customer-facing skills.
• Ability to monitor KPIs and drive process improvements.
• Leadership experience to mentor service professionals.

Responsibilities

• Manage and supervise service operations within the territory, ensuring quality standards and SLAs.
• Cultivate and sustain robust relationships with key customers to ensure retention.
• Implement AL process changes and improvements across dealerships.
• Establish new products in the market through driver trainings, trials and complaint resolution.
• Monitor and analyze KPIs such as TAT, repeat jobs, helpline, revenue streams, and claims processing.
• Prepare and share product performance reports and coordinate root-cause analyses.
• Drive product campaigns with dealerships for vehicles involved.
• Conduct warranty and process audits at dealerships to ensure adherence.
• Lead and mentor a team of service professionals to achieve targets.
• Improve skill capabilities at dealership level among productive and front-office staff.
• Implement and enforce safety protocols and compliance within the service team.
• Stay updated on industry trends and customer feedback to enhance offerings.
• Share information on competitive products and initiatives.

Job description

1-Executive

Job Description

Business & Processes:

• 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.

Job Snapshot

• Updated Date: 26-10-2026
• Job ID: JOB_3643
• Department: FIELD SERVICE