Territory Service Manager

Role & responsibilities

Territory Service Manager

Purpose

(Describe why this position exists in the company or what unique value does this position add to the company)

Achieve customer satisfaction by ensuring the availability of service and spare parts to all customers.

Role Description

Plan and conduct customer engagement programs (care camps, mobile service, customer meets, Do-it-yourself trainings) for improving PSS/NPS scores

Review the customer complaints and put effective preventive actions

Ensure assembly quality as per standards at distributor assembly plant and provide product performance feedback regularly to HO to improve product quality

Ensure settlement of distributor claims such as transit, warranty, spare parts etc. and handle distributor queries

Improve service and parts reach by network expansion and improve service quality by adherence to service processes (training, audit, implementation & usage of DMS)

Understanding market dynamics (in terms of service & parts) and suggest appropriate measures (new product launches, network, pricing and new initiatives of competition)

Develop programs/actions to improve service inflow and parts sales of distributors/dealers

Ensure availability of genuine spare parts in all the distributor/dealer/3S/2S and APS/retailers outlets to achieve retail plan

Ensure availablity of manpower as per the approved organization structure at distributors, build the competency level and suggest reward/recognition programs to distributors

Conduct PGM training and engagement Programs

Preferred candidate profile

Currently working in OEM

Perks and benefits