Territory Service Manager

Talent Hired-the Job Store; Surat, Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Talent Hired-the Job Store in India is seeking a Service Operations Manager to lead area-office service activities and ensure quality standards.

You will cultivate customer relationships, implement process changes across dealerships, and drive driver trainings and complaint resolution to improve performance.

The role emphasizes KPI tracking, field issue analysis, and adherence to warranties and audits to maintain high service levels.

Qualifications

• Experience in managing service operations across area offices.
• Ability to lead and mentor service teams.
• Strong focus on KPI monitoring and process improvement.
• Customer-centric approach with emphasis on retention.

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 company's 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 KPIs such as TAT, repeat jobs, company's-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.

Skills

after sale support

dealer management

customer support

technical support

Job description

Business & Processes:

• 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 company's 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, company's-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.

People Excellence:

• 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.

Market Intelligence:

• 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.

skills

• after sale support
• dealer management
• customer support
• technical support