Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area- mainly 1 market/ 2 dealers/3-4Workshops. This role ensures the optimal functioning and performance of vehicles in the field, 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 at workshops.
- Directly manage the field engineers, assets, budgets, and service programs for a limited geographic area. Responsible for managing CS expenses and meeting CS revenue objectives.
- May sell support products such as planning and design services, service contracts etc. Plans staff and expense requirements, prepares revenue and cost budgets.
- Responsible for submission of reports to Branch Management. Maintains effective communications with customers and field team members to understand individual support and response requirements better.
- Allocate personnel and technical resources to ensure adequate response. Makes frequent contact with customers along with dealer to evaluate and maintain goodwill and satisfaction.
- Lead 1 market / 2 dealers for CS related support with daily/weekly/monthly review
- Handhold dealers for KPI awareness, way to achieve and overcome challenges
- Driving Service measures to reduce Product failures
- Create Technical awareness of service measures , Plan parts orders, enable execute in timely manner
- Driving Parts / AMC/EW /Service products sales as per targets set for the year
- Reporting product and Vehicle performance issues
- Conducting road trials and reporting Root cause analysis ,possible solutions
- Motivate and promote the team members and dealer staffs by means of target agreements and performance reviews based on company’s vision
- Identify training needs for members and encourage continuous learning and knowledge enhancement
- Ensure bay optimization and productivity in workshops
- Ensure Service reminders, monitoring, breakdown response and restoration of vehicles happens as per SLA within agreed TAT.
- Supervise dealer staff/ works manager/ technicians on shop floor on technical issues, preventive mtce schedule and vehicle in flow in workshop.
- Drive Pre-delivery inspection as per SLA to limit warranty costs
- Responsible for release of service bulletins
- Ensure that field technicians are equipped with the tools and knowledge necessary to diagnose and repair a wide range of commercial vehicle issues. Provide escalation support for complex technical problems.
- Service Quality & Compliance: Ensure that all service activities are carried out in compliance with OEM standards, industry regulations, and safety guidelines. Perform SPADE audits on field service operations and implement corrective actions as needed.
- Resource Management: Manage field service resources effectively, including technician deployment, vehicle fleet, tools, and spare parts. Ensure proper stock levels for parts and components are maintained for on-site repairs.
- Warranty & Claims Management: Oversee warranty repairs and claims processes, ensuring adherence to OEM warranty policies. Validate and approve PCRs, transit /warranty claims as required.
- Reporting & Documentation: Oversee that accurate records of service activities, repairs, maintenance schedules, and customer interactions are maintained . Provide regular reports on service performance, customer satisfaction, and technician productivity to Area Service Managers.
- Continuous Improvement: Monitor service delivery performance and initiate improvements in processes, procedures, and customer interaction to enhance efficiency and service quality.
- Good industry network to understand best practices in after-sales
- Minimum 5 -6 years experience in CV industry in Field Services.
- In-depth understanding of the design, maintenance, diagnostics, and repair processes specific to commercial vehicles.
- Knowledge of engine management systems, electrical and electronic systems, driveline, and chassis components of commercial vehicles.
- Ability to troubleshoot and identify technical issues and implement solutions in the field.
- Proficiency in the use of diagnostic tools
- Proficiency in usage of CRM and DMS.
- Expertise in managing warranty processes for commercial vehicles, including the ability to process warranty claims, transit claims, and Product Change Requests (PCRs).
- Ability to manage spare parts inventory, anticipate part needs, and optimize stock levels to minimize downtime.
- Knowledge of planning and ordering parts for both scheduled and emergency repairs, ensuring the timely availability of components for repairs and maintenance.
- Experience in workshop bay optimization, improving workshop productivity, and ensuring adherence to safety protocols and maintenance schedules.
- Ability to analyze and optimize the workflow in workshops to ensure efficient vehicle handling, minimizing delays and improving throughput.
- Experience in developing and conducting technical training programs for field engineers, technicians, and customer personnel.
- Ability to transfer technical knowledge to the team and ensure they are equipped to handle complex service tasks.
- In-depth understanding of service quality standards and OEM policies, ensuring compliance with safety guidelines, environmental standards, and regulatory requirements.
- Experience in conducting quality audits on service operations and implementing corrective actions where needed.
- Proficiency in conducting root cause analysis of product and vehicle performance issues, identifying underlying causes, and developing corrective and preventive actions.
- Strong problem-solving skills to address recurring issues and implement long-term solutions.
- Understanding of service contracts such as Annual Maintenance Contracts (AMC), Extended Warranty Programs (EWP), and other service products, including how to drive sales and meet revenue targets.
- Experience in identifying and selling service products to customers to enhance the revenue stream for the service department.
At Daimler Truck, we promote diversity and foster an inclusive corporate culture. We value the individual strengths of our employees, as these lead to the best team performance and thus to the success of our company.
Inclusion and Equal opportunities are important to us – regardless of where you come from and who you are. We look forward to receiving applications from people of all cultures and genders, parents, people with disabilities and people from the LGBTIQ+ community.
