Territory Service Manager - Kolkata

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.