Senior Service Engineer

Group Company: ITL

Designation: Deputy General Manager

Office Location: Hoshiarpur

Job Summary:

We are seeking an experienced and dynamic After-Sales Service Manager to oversee and manage the after-sales service operations for our tractor product line across. The successful candidate will be responsible for ensuring customer satisfaction, managing service teams, driving continuous improvement in service delivery, and maintaining strong relationships with customers and dealers. This role requires a deep understanding of agricultural machinery, excellent problem-solving skills, and a strong commitment to customer service excellence.

Key Responsibilities:

·Customer Support:

  - Lead the after-sales service team in providing high-quality support to customers, ensuring timely resolution of service issues and maintaining high levels of customer satisfaction.

  - Develop and implement strategies to improve service response times and enhance customer experience.

  - Serve as the primary point of contact for escalated service issues and work to resolve them efficiently.

·Service Operations Management:

  - Oversee the day-to-day operations of the after-sales service department, including managing service centers, coordinating field service teams, and ensuring the availability of spare parts.

  - Monitor and analyze service performance metrics, identifying areas for improvement and implementing corrective actions.

  - Ensure compliance with all relevant regulations, standards, and company policies.

·Dealer and Partner Management:

  - Build and maintain strong relationships with dealers, distributors, and other key partners to ensure effective collaboration and support for after-sales service activities.

  - Conduct regular visits to dealerships and service centers to assess performance, provide guidance, and address any issues.

·Warranty and Service Contracts:

  - Manage warranty claims and service contracts, ensuring they are processed efficiently and in line with company policies.

  - Analyze warranty data to identify trends and potential product issues, collaborating with the product development team to address them.

·Continuous Improvement:

  - Identify opportunities for process improvements within the after-sales service function and implement best practices to enhance efficiency and effectiveness.