Ashok Leyland—Territory Service Manager

Job description

Description: Business & Processes: · 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 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. 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.