Head - Service

Service Strategy & Leadership:

- Develop and implement the organization's overall after-sales service strategy aligned with business objectives.

- Lead and mentor a team of Regional Service Managers, Territory Service Managers, Warranty Engineers, and Technical Trainers.

- Establish service standards, SOPs, KPIs, and governance mechanisms across the service network.

- Drive a customer-centric service culture across all dealerships and service touchpoints.

- Prepare annual service business plans, budgets, and operational strategies.

Dealer Service Operations:

- Ensure efficient after-sales support across all dealerships.

- Develop dealership service infrastructure in line with company standards.

- Conduct dealership capability audits covering:

1. Workshop Infrastructure

2. Tools & Equipment

3. Skilled Manpower

4. Service Quality

5. Customer Handling

6. Spare Parts Availability

Customer Satisfaction (CSI):

- Develop and implement initiatives to improve Customer Satisfaction Index (CSI).

- Monitor First Time Right (FTR) repair performance.

- Improve repair quality and turnaround time.

- Monitor customer complaints through CRM and Call Centre.

- Conduct customer satisfaction surveys and analyze feedback.

- Establish corrective action plans to improve customer experience.

Product Quality Improvement:

- Conduct field failure analysis.

- Analyze Product Concern Reports (PCRs).

- Perform root cause analysis using structured problem-solving tools.

- Lead cross-functional quality improvement initiatives with:

1. R&D

2. Quality

3. Production

4. Manufacturing Engineering

- Monitor effectiveness of corrective actions.

- Reduce warranty failures and repeat complaints.

SAM Study (Serviceability, Accessibility & Maintainability):

- Conduct SAM studies during new product development.

- Evaluate:

1. Ease of servicing

2. Accessibility of components

3. Repairability

4. Maintainability

- Provide design improvement recommendations to R&D.

- Participate in Design Reviews before product launch.

New Product Development Support:

- Participate in new product validation.

- Conduct field trials.

- Develop service readiness plans.

- Prepare service manuals.

- Provide technical feedback to Product Development.

- Support successful product launches.

Warranty Management:

- Develop warranty policies.

- Monitor warranty claim processing.

- Reduce warranty turnaround time.

- Analyze warranty trends.

- Control warranty costs.

- Coordinate with field teams for warranty settlements.

Technical Training & Capability Development:

- Design and implement technical capability development programs for:

1. Regional Managers

2. Territory Service Managers

3. Dealer Service Managers

4. Dealer Mechanics

5. Local Mechanics

6. Service Engineers

- Develop:

1. Aggregate-wise training modules

2. OJT Programs

3. Technical Certification Programs

4. E-learning modules

5. Skill Matrix

6. Quarterly Skill Competition

Technical Documentation:

- Develop and maintain:

1. Service Manuals

2. Operator Manuals

3. Workshop Manuals

4. Parts Catalogues

5. Service Bulletins

6. Troubleshooting Guides

7. Wall Charts

8. SOPs

9. Service Policies

10. Technical Videos

Spare Parts Business:

- Lead the Spare Parts Business by:

1. Forecasting spare parts demand

2. Analyzing consumption trends

3. Improving spare parts availability

4. Appointing stockists and retailers

5. Driving spare parts revenue and profitability.

Service Promotional Activities:

- Plan and execute:

1. Mega Service Camps

2. Tractor Health Check-up Camps

3. Customer Meets

4. Free Service Campaigns

5. Seasonal Service Drives

6. Rural Service Campaigns