Field Service Manager - Kodad

Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area. This role ensures the optimal functioning and performance of vehicles in the field, dealer profitability, supporting both warranty and non-warranty repairs, maintenance, diagnostics, and technical assistance and is responsible for ensuring efficient and timely delivery of maintenance, repairs, and technical support for commercial vehicles.

• 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 strong relationships with key customers to ensure their needs are met

4

Bachelor’s degree in Mechanical Engineering / Automotive Engineering or related field

• 5–10 years in automotive service operations or field service management
• Automotive diagnostics, warranty systems, dealer management, troubleshooting
• Automotive OEM, Commercial Vehicles, Passenger Vehicles, EV Industry
• Proficiency in CRM, DMS, ERP systems, MS Office

1

• 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

2

• 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.

5

• 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.

6

• 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.

7

• 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.