Role Name: Area/ Territory Customer Support Manager

Reporting To (Solid): Regional Customer Support Manager

Matrix Reporting To (Dotted):NA

Grade: CG23-24A

Business Unit: LCV

Department: LCV

Sub Department:

Location: Regions

Number of People Mapped to the Role: 66

Job Purpose

Direct Reports (Position Title)

Resources

Implement and review service processes in assigned dealerships with a view to ensure vehicle uptime and customer satisfaction within the purview of company policies and guidelines.

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Team Size

Direct

Total Team Size (On rolls):

Financial Dimensions

Revenue/ Budget Managed

Non-Financial Dimensions

No. of Vendors/ No. of Products Managed:

Main Accountabilities

Qualifications & Experience

· Diploma or Degree in Automobile / Mechanical Engineering.

· Experience in Field Service to understand the Field Service SOP

· Thorough Technical knowledge in Automobiles and Service Process for more than 3-4 years of experience

Key Challenges of the Role

· Buy in from dealers

· Handling irate customers

Key Decisions Taken Independently

· Warranty claims decisions

Areas where supervisor’s guidance/approval is required

Customer & Product Support:

· Ensuring dealer has Trained Manpower, Spare Parts & Tools available at AL LCV Vehicles

· Monitoring field quality issues & reports through FTR (Field Technical Report) to provide feedback to technical service for effective initiation of countermeasures

· Assistance in recent product launch events in the region

· Ensuring Instant feedback & high PSF (Post Service Feedback)



ratings a for Service offered.

· Completion of Campaign at Dealership for timely Product resolution.

· Conduct Service Camps as per plan in the Dealership

Service Process:

· Adherence of Service Process Manual (SOP) at Dealership for uniform Process

· Ensuring warranty Process & timely dispatch of failed parts to FQC (Field Quality Center).

· Meeting proprietary OE suppliers to handle warranty without complaints

· Customer Concern resolution process compliance at dealer after coordination with Service Technical and Service Training

· Skill Dealer service staff and ensuring training participations

Business Development

· Ensuring to meet targets for Service and Parts performance like Service Market share, PS Retention, Parts Count and Workshop sales, RSA (Road Side Assistance), EW (Extended Warranty), AMC (Annual Maintenance Contract), RECON (Recondition Engine) Sales.

· Work on the gaps to improve operational viability & SAR (Service Absorption Ratio) of dealerships

· Monitoring Vehicle on Road orders for quick supply of parts

· Monitoring and ensuring Spare Parts business at the Dealership

· Monitoring sales of AMCs / Extended warranty packages at the dealerships for ensuring service retention

Service Reach

· Ensure Service Touch Points are available to customer as per Plan

· Timely activation of the Service Outlets

· Monitoring progress of New Dealer or its outlet for Service performance

JD Written by

Satyanarayana GVV

JD Approved by

Satyanarayana GVV

Role Incumbent Name

📌 Territory Customer Support Manager_ Tirupati
🏢 Ashok Leyland
📍 Tirupati