Territory service manager

Taggd; Surat; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Taggd is seeking a Service Operations Leader to oversee area office activities in the Gujarat region, focusing on maintaining quality standards and SLAs. You will cultivate key customer relationships, drive dealer-facing initiatives, and guide a team of service professionals to achieve performance goals.

You will monitor KPIs like TAT, complaints, and revenue, implementing root-cause analyses and process improvements.

Qualifications

• Oversee and supervise service operations within the Area office.
• Build and maintain strong relationships with key customers to ensure retention.
• Implement and drive AL process changes and improvements across dealerships.
• Lead and mentor a team of service professionals to meet targets.
• Stay updated on industry trends and customer feedback to enhance service offerings.

Responsibilities

• Manage area service operations and ensure adherence to quality standards and SLAs.
• Cultivate relationships with customers and address service requirements to drive retention.
• Coordinate driver trainings, trials and resolution of complaints to improve performance.
• Monitor KPIs (TAT, repeat jobs, helpline, revenue, claims) and drive corrective actions.
• Share field feedback and coordinate root-cause analysis for product improvements.
• Lead product campaigns at dealerships and ensure compliance through audits.
• Maintain safety protocols and a secure working environment.

Skills

Service operations management

Customer relationship management

Process improvement

Team leadership

Safety and compliance

Industry trend awareness

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.