Territory Manager

Responsibility shall comprise of the following: -

a) Ensure Adequate manpower available as per machine Population.

b) Training the Service Engineers, strengthening Service team for Customer excellence.

c) Coordinating with Dealer Parts dept. for Recommended Parts Planning with Quantity and maintaining the stock at dealer.

d) To Fix Parts and AMC Target and ensure it is achieved by the team with regular review (Weekly / Monthly)

e) Monitoring warranty & post warranty service activities like follow up with the dealers, service reminders and handling customer grievances for superior customer service.

f) Maintaining 6-8-24 & FTR within a stipulated defined time.

g) To handle warranty administration through proper documentation, communication and return of failed parts.

h) Open call follow up through dealer and update reporting.

i) Attending critical complaints, Failure analysis and trouble shooting at Field and Resolving Customer complaints within the time frame.

j) Meeting NPS Detractors customers along with Dealer service Managers and taking appropriate action to increase NPS.

k) Follow up on Customer complaints, regular updates, and closure of complaints.

l) To ensure that training needs of all Dealer service engineers are met and maintain proper records of their training and monitor skill level of Dealer Service Engineers.

m) Planning Service promotion activities along with Dealer Manager -organize operators meet, training of operators, service campaigns and parts promotion.

n) Monitoring Service center activities, and planning spare parts as per Target.

o) Competitor information to AE on regular Intervals.

p) Monthly reporting to RM/SM on service calls.

q) Reporting on New components through PDSS.

r) Meeting Out of Fold Customers along with Dealer Team.

s) Carrying out Health checkup camp along with Dealer Team.

t) Spare Parts catalogue updating on regular intervals.

u) To arrange and maintain diagnostic kits, special tools and standard tools for service activity

v) Key Customers & Fleet customers visit on Regular basis.

w) To have monthly meetings with Engine suppliers.