Role & responsibilities

Customer Service Strategy & Management:

- Contribute to the development and execution of regional customer service strategies and initiatives
- Align service objectives (FRM+3 Hours) with overall business goals and customer satisfaction targets
- Stay informed about industry trends and best practices to enhance service offerings
- Oversee daily operations of the customer service team within the region, including service centres and field support
- Ensure that customer inquiries, complaints, and service requests are addressed promptly and professionally
- Develop and implement service policies and procedures to improve service quality and efficiency

Customer Experience Enhancement:

- Monitor and analyse customer feedback and satisfaction metrics to identify areas for improvement
- Implement initiatives to enhance the overall customer experience and resolve recurring issues
- Develop and maintain robust relationships with key customers to ensure their needs are met

Service Quality and Compliance:

- Ensure that all service operations comply with company standards, industry regulations, and safety guidelines.




- Conduct regular audits and inspections to ensure service quality and adherence to best practices.
- Address and resolve any service quality issues or non-compliance concerns.

Operational Efficiency:

- Optimize service processes and workflows to improve efficiency and reduce operational costs.
- Manage dealer profitability and to ensure parts retail and wholesale business.
- Implement and track key performance indicators (KPIs) to measure and improve service performance.

Problem Resolution and Escalation:

- Act as the point of contact for escalated customer issues and complex service problems.
- Collaborate with other departments (e.g., sales, technical support) to resolve issues and implement solutions.
- Ensure timely and effective resolution of customer complaints and service requests.

Reporting and Analysis:

- Prepare and present regular reports on service performance, customer feedback, and operational metrics.
- Analyse service data to identify trends, areas for improvement, and opportunities for process enhancements.
- Provide insights and recommendations to senior management based on service performance and customer/dealer feedback.

📌 Field Service Manager (Kodad)
🏢 Daimler India Commercial Vehicles
📍 Kodad