Territory Manager Customer Experience

About the job

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!

Who can apply

Only those candidates can apply who

1. have minimum 2 years of experience

Salary

Probation:

Duration:

Salary during probation: After probation:

Annual CTC: Competitive salary

Number of openings