Role: Territory Service Manager
Industry Type: Auto Components
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: After Sales Service & Repair
UG: B.Tech / B.E. in Automobile Engineering, Mechanical Engineering
Roles and Responsibilities :
- Manage a team of field service engineers to ensure timely and efficient delivery of after-sales services to customers.
- Develop and implement effective strategies to improve customer satisfaction index (CSI) scores through proactive communication, issue resolution, and process improvements.
- Collaborate with cross-functional teams to identify areas for improvement in service operations and develop solutions to optimize efficiency, reduce costs, and enhance overall performance.
- Analyze data from various sources to track key metrics such as first-call resolution rates, mean time between failures (MTBF), and customer retention rates.
Job Requirements :
- 2-5 years of experience in after-market service or similar industry.
- Strong understanding of CSI principles and ability to analyze data to drive business decisions.
- Proven track record in managing teams effectively to achieve high levels of customer satisfaction.