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 prospects 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