Territory Service Manager

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

Job summary

Ashok Leyland in Mumbai seeks an Executive to oversee service operations in the Area office, ensuring quality standards and SLA compliance while cultivating strong customer relationships. The role drives process improvements across dealerships and leads driver trainings, trials, and complaint resolution.

They will monitor KPIs, coordinate product campaigns, perform audits, and mentor a team of service professionals to achieve targets while staying ahead of industry trends and ensuring safety

Qualifications

• Manage and supervise service operations within the Area office, 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.
• Product performance reports – Capture and share field failures and co-ordinate for joint inspection to identify 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.
• Work on improving skill capabilities at dealership level – front-office staff and technicians.
• 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.

Responsibilities

• Lead and manage service operations across the Area office with emphasis on quality and SLA compliance.
• Build and sustain strong customer relationships to ensure service satisfaction and retention.
• Drive process improvements and new product initiatives across dealerships.
• Mentor and develop service professionals to meet performance targets.
• Monitor KPIs and implement corrective actions to improve service performance.
• Coordinate field feedback for root-cause analysis and corrective actions.

Job description

1-Executive

Job Description

Business & Processes:

• Manageand supervise service operations within the Area office, ensuring compliancewith quality 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

10-10-2026

Job ID

JOB_2887

Department

FIELD SERVICE

Location