We are looking for a driven Territory Manager - Customer Experience to take ownership of service quality and process implementation in the field. This role requires a balance of commercial acumen and technical expertise to resolve complex challenges and establish a culture of First Time Right & Delight Quotient.
The Impact You Will Make
This role is responsible for driving the implementation of the Balanced Scorecard approach across the network, focusing on:
- Service & Parts Growth: Maximizing dealer service revenue and profitability by promoting Hero Genuine Parts (HGP) and Hero Genuine Oil penetration. Key metrics include paid service retention and lost customer recovery.
- Technical Excellence: Deploying product countermeasures, conducting root cause analysis of escalated complaints, and ensuring proper technical training is delivered to the workshop team.
- Process Adherence : Ensuring strict implementation of Standard Operating Procedures (SOPs) for enhanced service business and customer experience, including correct usage of job codes, complaint codes, and the PDI process.
- Risk Management (Warranty): Managing Warranty and FSC claims processes, aiming to reduce claim rejections and increase timely submissions by channel partners.
We Are Looking For
- Education: BE / B Tech (Mech).
- Experience: 2-3 years as a Territory Manager within an OEM.
- Behavioral Skills: Proven People Skills, strong Decision Making, and the ability to navigate high-pressure situations related to customer complaints and internal resource constraints.
- Technical Expertise: A deep understanding of workshop processes and basic engine functions is crucial.
Join us to turn field challenges into opportunities for growth and excellence. Apply today!
