Role & responsibilities :-

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:
- Workshop Infrastructure
- Tools & Equipment
- Skilled Manpower
- Service Quality
- Customer Handling
- 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:
- R&D;
- Quality
- Production
- Manufacturing Engineering

- Monitor effectiveness of corrective actions.

- Reduce warranty failures and repeat complaints.

SAM Study (Serviceability, Accessibility & Maintainability)

- Conduct SAM studies during current product development.

- Evaluate:
- Ease of servicing
- Accessibility of components
- Repairability
- 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:

- Regional Managers
- Territory Service Managers
- Dealer Service Managers
- Dealer Mechanics
- Local Mechanics
- Service Engineers

Develop:

- Aggregate-wise training modules
- OJT Programs
- Technical Certification Programs
- E-learning modules
- Skill Matrix
- Quarterly Skill Competitio

Technical Documentation

Develop and maintain:

- Service Manuals
- Operator Manuals
- Workshop Manuals
- Parts Catalogues
- Service Bulletins
- Troubleshooting Guides
- Wall Charts
- SOPs
- Service Policies
- Technical Videos

Spare Parts Business

Lead the Spare Parts Business by:

- Forecasting spare parts demand
- Analyzing consumption trends
- Improving spare parts availability
- Appointing stockists and retailers
- Driving spare parts revenue and profitability

Service Promotional Activities

Plan and execute:

- Mega Service Camps
- Tractor Health Check-up Camps
- Customer Meets
- Free Service Campaigns
- Seasonal Service Drives
- Rural Service Campaigns

Preferred candidate profile

- B.E./B.Tech. (Mechanical / Agricultural / Automobile Engineering)

- MBA (Operations/Marketing) preferred

- 1825 years in Tractor, Farm Equipment, Automotive, Construction Equipment, or Agricultural Machinery industries.

- Minimum 8 years in a senior leadership role managing pan-India service operations.

📌 Head- Service @ Rajkot !!! (Gujarat)
🏢 Captain Tractors
📍 Gujarat