- Manage and support channel/dealer service operations to ensure smooth and effective 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 strong 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.