Captain Tractors - Head - Service

Service Strategy & Leadership:

• Develop and implement the organization's overall after-sales service strategy aligned with business objectives.
• Lead and mentor a team of Regional Service Managers, Territory Service Managers, Warranty Engineers, and Technical Trainers.
• Establish service standards, SOPs, KPIs, and governance mechanisms across the service network.
• Drive a customer-centric service culture across all dealerships and service touchpoints.
• Prepare annual service business plans, budgets, and operational strategies.

Dealer Service Operations:

• Ensure efficient after-sales support across all dealerships.
• Develop dealership service infrastructure in line with company standards.
• Conduct dealership capability audits covering:

• 1. Workshop Infrastructure
• 2. Tools & Equipment
• 3. Skilled Manpower
• 4. Service Quality
• 5. Customer Handling
• 6. Spare Parts Availability

Customer Satisfaction (CSI):

• Develop and implement initiatives to improve Customer Satisfaction Index (CSI).
• Monitor First Time Right (FTR) repair performance.
• Improve repair quality and turnaround time.
• Monitor customer complaints through CRM and Call Centre.
• Conduct customer satisfaction surveys and analyze feedback.
• Establish corrective action plans to improve customer experience.

Product Quality Improvement:

• Conduct field failure analysis.
• Analyze Product Concern Reports (PCRs).
• Perform root cause analysis using structured problem-solving tools.
• Lead cross-functional quality improvement initiatives with:

• 1. R&D
• 2. Quality
• 3. Production
• 4. Manufacturing Engineering

• Monitor effectiveness of corrective actions.
• Reduce warranty failures and repeat complaints.

SAM Study (Serviceability, Accessibility & Maintainability):

• Conduct SAM studies during new product development.
• Evaluate:

• 1. Ease of servicing
• 2. Accessibility of components
• 3. Repairability
• 4. Maintainability

• Provide design improvement recommendations to R&D.
• Participate in Design Reviews before product launch.

New Product Development Support:

• Participate in new product validation.
• Conduct field trials.
• Develop service readiness plans.
• Prepare service manuals.
• Provide technical feedback to Product Development.
• Support successful product launches.

Warranty Management:

• Develop warranty policies.
• Monitor warranty claim processing.
• Reduce warranty turnaround time.
• Analyze warranty trends.
• Control warranty costs.
• Coordinate with field teams for warranty settlements.

Technical Training & Capability Development:

• Design and implement technical capability development programs for:

• 1. Regional Managers
• 2. Territory Service Managers
• 3. Dealer Service Managers
• 4. Dealer Mechanics
• 5. Local Mechanics
• 6. Service Engineers

• Develop:

• 1. Aggregate-wise training modules
• 2. OJT Programs
• 3. Technical Certification Programs
• 4. E-learning modules
• 5. Skill Matrix
• 6. Quarterly Skill Competition

Technical Documentation:

• Develop and maintain:

• 1. Service Manuals
• 2. Operator Manuals
• 3. Workshop Manuals
• 4. Parts Catalogues
• 5. Service Bulletins
• 6. Troubleshooting Guides
• 7. Wall Charts
• 8. SOPs
• 9. Service Policies
• 10. Technical Videos

Spare Parts Business:

• Lead the Spare Parts Business by:

• 1. Forecasting spare parts demand
• 2. Analyzing consumption trends
• 3. Improving spare parts availability
• 4. Appointing stockists and retailers
• 5. Driving spare parts revenue and profitability.

Service Promotional Activities:

• Plan and execute:

• 1. Mega Service Camps
• 2. Tractor Health Check-up Camps
• 3. Customer Meets
• 4. Free Service Campaigns
• 5. Seasonal Service Drives
• 6. Rural Service Campaigns