Territory Service Manager - Pune

Ashok Leyland Limited; Pune District; On-site; INR 800,000 - 1,000,000; Full time

Job summary

Ashok Leyland Limited is seeking a service operations leader to manage and supervise service activities across the territory, ensuring compliance with quality standards and service level agreements.

You will cultivate strong relationships with key customers, address their service requirements to ensure retention, implement AL process changes across dealerships, and lead a team of service professionals to achieve performance targets.

Responsibilities

• Manage and supervise service operations within the territory, 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 KPIs such as TAT, repeat jobs, AL-Helpline, revenue streams, jobcards, and claims processing to assess service performance and identify areas for improvement.
• Product performance reports – Capture and share field failures and coordinate 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 and objectives.
• Work on improving skill capabilities at dealership level – front office staffs 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, technology advancements, and customer feedback to proactively enhance service offerings and stay competitive.
• Share information on competitive products and initiatives.

Job description

· Manage and supervise service operationswithin the territory, ensuring compliance with quality standards and servicelevel agreements.

· Cultivate and sustain robust relationshipswith key customers, addressing their service requirements to ensure customerretention.

· Implementation of AL process changes and improvements acrossdealerships.

· New product establishment in the marketin terms of executing Driver trainings, Back to back trails and complaintresolution.

· Monitor and analyze key performanceindicators (KPIs) such as TAT, repeat jobs, AL-Helpline, revenue streams, jobcards, and claims processing to assess service performance. Identify areas forimprovement and implement corrective actions as needed.

· Product Performance reports – Captureand share field failures and co-ordinate for Joint inspection in identificationof root-cause and corrective action.

· Product campaigns – Drive thedealerships in completion of product campaigs for the vehicles involved.

· Warranty and process audits atdealerships to ensure process adherence.

· Lead and mentor a team of serviceprofessionals, providing guidance, training, and support to achieve performancetargets and objectives.

· Work on improving the skill capabilitiesat dealership level – productives and front office staffs.

· Implement and enforce safety protocolsand compliance standards within the service team to ensure a secure workingenvironment.

· Stay abreast of industry trends, technologicaladvancements, and customer feedback to proactively enhance service offeringsand stay competitive.

· Share information on competitiveproducts and initiatives.