Territory service manager

Taggd; Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Taggd in Mumbai invites an experienced Service Operations Leader to oversee the area office, ensuring quality standards and SLAs while guiding a team of service professionals.

You will monitor KPIs, drive training programs, coordinate product campaigns, conduct warranty audits, and keep pace with industry trends to maintain competitive service offerings.

Responsibilities

• 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 trails and complaint resolution.
• Monitor and analyze key performance indicators (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 co-ordinate for Joint inspection in identification of root-cause and corrective action.
• Product campaigns – Drive the dealerships in completion of product campaigs 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 – productives and front office staffs.
• 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

skills

• 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 trails and complaint resolution.
• Monitor and analyze key performance indicators (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 co-ordinate for Joint inspection in identification of root-cause and corrective action.
• Product campaigns – Drive the dealerships in completion of product campaigs 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 – productives and front office staffs.
• 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.