FSM

Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area- mainly 1 market/ 2 dealers/3-4Workshops. This role ensures the optimal functioning and performance of vehicles in the field, supporting both warranty and non-warranty repairs, maintenance, diagnostics, and technical assistance and is responsible for ensuring efficient and timely delivery of maintenance, repairs, and technical support for commercial vehicles at workshops.

• Directly manage the field engineers, assets, budgets, and service programs for a limited geographic area. Responsible for managing CS expenses and meeting CS revenue objectives.
• May sell support products such as planning and design services, service contracts etc. Plans staff and expense requirements, prepares revenue and cost budgets.
• Responsible for submission of reports to Branch Management. Maintains effective communications with customers and field team members to understand individual support and response requirements better.
• Allocate personnel and technical resources to ensure adequate response. Makes frequent contact with customers along with dealer to evaluate and maintain goodwill and satisfaction.
• Lead 1 market / 2 dealers for CS related support with daily/weekly/monthly review
• Handhold dealers for KPI awareness, way to achieve and overcome challenges
• Driving Service measures to reduce Product failures
• Create Technical awareness of service measures , Plan parts orders, enable execute in timely manner
• Driving Parts / AMC/EW /Service products sales as per targets set for the year
• Reporting product and Vehicle performance issues
• Conducting road trials and reporting Root cause analysis ,possible solutions
• Motivate and promote the team members and dealer staffs by means of target agreements and performance reviews based on company’s vision
• Identify training needs for members and encourage continuous learning and knowledge enhancement
• Ensure bay optimization and productivity in workshops
• Ensure Service reminders, monitoring, breakdown response and restoration of vehicles happens as per SLA within agreed TAT.
• Supervise dealer staff/ works manager/ technicians on shop floor on technical issues, preventive mtce schedule and vehicle in flow in workshop.
• Drive Pre-delivery inspection as per SLA to limit warranty costs
• Responsible for release of service bulletins
• Ensure that field technicians are equipped with the tools and knowledge necessary to diagnose and repair a wide range of commercial vehicle issues. Provide escalation support for complex technical problems.
• Service Quality & Compliance: Ensure that all service activities are carried out in compliance with OEM standards, industry regulations, and safety guidelines. Perform SPADE audits on field service operations and implement corrective actions as needed.
• Resource Management: Manage field service resources effectively, including technician deployment, vehicle fleet, tools, and spare parts. Ensure proper stock levels for parts and components are maintained for on-site repairs.
• Warranty & Claims Management: Oversee warranty repairs and claims processes, ensuring adherence to OEM warranty policies. Validate and approve PCRs, transit /warranty claims as required.
• Reporting & Documentation: Oversee that accurate records of service activities, repairs, maintenance schedules, and customer interactions are maintained . Provide regular reports on service performance, customer satisfaction, and technician productivity to Area Service Managers.
• Continuous Improvement: Monitor service delivery performance and initiate improvements in processes, procedures, and customer interaction to enhance efficiency and service quality.