Territory Service Manager

Ashok Leyland; Nagpur District; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Ashok Leyland in Nagpur region is seeking a Service Operations Manager to oversee service activities within the territory, ensuring quality standards and SLA adherence while coordinating with dealers.

You will drive customer satisfaction by addressing service requirements, lead a team of service professionals, implement AL process changes, monitor KPIs such as TAT and claims, and stay ahead of industry trends to keep offerings competitive.

Responsibilities

• Manage and supervise service operations within the territory, ensuring quality standards and SLAs.
• Cultivate and sustain robust relationships with key customers and address their service needs.
• Implement AL process changes and improvements across dealerships.
• Lead driver trainings, trials, and complaint resolution for new product rollout.
• Monitor KPIs (TAT, repeat jobs, helpline, revenue, job cards, claims) and drive corrective actions.
• Mentor a team of service professionals and enforce safety and compliance standards.

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.