Key Responsibilities
Manage and support channel/dealer service operations to ensure smooth and productive after-sales service.
Provide expert technical support to channel partners for vehicle/service-related issues and complex technical concerns.
Maintain expert-level product knowledge across the company's commercial vehicle portfolio, systems, and service requirements.
Guide dealers/channel partners on diagnosis, troubleshooting, repair processes and technical problem resolution.
Monitor service performance, identify gaps and drive corrective actions for improvement.
Develop solid understanding of service commercial acumen, including service revenue, labour, parts, warranty and overall service profitability.
Support channel partners in improving service business performance and operational efficiency.
Handle and resolve customer complaints and escalations,
ensuring timely closure and high customer satisfaction.
Coordinate with internal teams such as Technical, Quality, Warranty, Parts, Sales and Product teams for resolution of customer/channel issues.
Conduct regular visits to channel partners and customers to understand service issues and identify improvement opportunities.
Ensure adherence to OEM service standards, processes, quality norms and customer service policies.
Analyze service-related data and prepare reports on customer complaints, service performance, technical issues and channel performance.
Conduct technical/service training and knowledge-sharing sessions for channel service teams wherever required.