1. Customer Experience Management
Develop and implement customer experience strategies aligned with CASE service standards
Manage and resolve escalated service-related issues, complaints, and warranty claims
Ensure proactive customer communication and post-service follow-ups
Conduct regular customer satisfaction surveys and take corrective actions
2. Service Operations & Quality
Monitor service delivery KPIs across all CASE service centers/dealers
Conduct regular audits and field visits to ensure service process compliance
Drive improvements in first-time fix rate, service turnaround time (TAT), and repeat job reduction
Ensure all service jobs are completed as per technical and safety standards
3. Team & Dealer Network Support
Train and support service advisors, engineers, and technicians on soft skills and technical delivery
Build strong coordination with dealership service heads for consistent experience
Guide dealer workshops in improving infrastructure, tools, and service capabilities
4. Brand & Loyalty Initiatives
Lead service marketing campaigns (e.g., free service camps, health check-ups, AMC programs)
Implement retention programs to enhance customer lifetime value
Actively promote digital service tools (apps, online bookings, feedback portals)
5. Reporting & Insights
Prepare and present service performance dashboards and insights to senior management
Analyze trends from customer complaints, service feedback, and warranty claims
Recommend strategic improvements based on data and field realities
| Criteria | Details |
|---|---|
| Qualification | Bachelor's Degree in Mechanical/Automobile Engineering (Master’s in Management preferred) |
| Experience | Minimum 5–7 years in service management, preferably in heavy equipment/construction machinery |
| Technical Skills | Strong understanding of hydraulic systems, diesel engines, and heavy-duty machinery servicing |
| Soft Skills | Excellent communication, customer handling, negotiation, and leadership abilities |
| Other Requirements | Willingness to travel frequently; Proficiency in MS Office and CRM/ERP tools |
Send your updated resume and cover letter to vacancy@jagdambamotors.com
Subject Line: Application for Service Manager – Customer Experience (CASE)
Application Deadline:30th June 2025
