To manage and oversee all after-sales service operations at the branch level, ensuring efficient workflow, customer satisfaction, team performance, and alignment with organizational goals.

• Lead and manage field and workshop service teams at the branch.
• Ensure high levels of customer satisfaction by delivering timely and effective service.
• Build, train, and develop a strong technical and customer service team.
• Monitor and evaluate performance of field and workshop staff for continuous productivity.
• Act as liaison between branch and senior management for service process improvement.
• Take full ownership of customer complaints and ensure proper resolution.
• Handle service escalations with urgency and follow through until closure.
• Plan and implement strategies to reduce Turnaround Time (TAT).
• Set clear service goals and lead the team in achieving them.
• Develop, implement, and ensure compliance with service procedures, policies, and quality standards.
• Maintain accurate service logs, reports, and records of all customer interactions.
• Analyze operational data and compile reports to measure branch performance.
• Stay informed of industry trends and best practices to improve service quality.
• Manage branch resources efficiently to meet service quality and productivity targets.
• Drive operational cost reduction initiatives without compromising service standards.
• Prioritize tasks effectively to ensure smooth branch workflow and service delivery.
• Report branch performance and key service metrics to the HOD on a regular basis.
• Collaborate with other departments (logistics, quality, parts, etc.) for smooth operations.
• Ensure compliance with all company policies, safety regulations, and quality benchmarks.
• Promote a culture of continuous improvement and customer-centric service.