Territory Manager - Customer Care

Responsibilities & Key Deliverables

Service Operations Management:

• Oversee and coordinate Industrial engine service activities for South industrial engine OEMs
• Ensure timely and efficient servicing of Industrial engines/ equipment.
• Develop and implement maintenance schedules, policies  and service protocols.

2. Key Account Management

• Serve as the primary contact for strategic industrial engine customers.
• Check quality issues and coordinate for resolution & correction
• Develop long-term account plans to grow service revenue and customer satisfaction.
• Conduct regular account reviews, performance meetings, and customer site visits.
• Build strong multi-level relationships across customer organizations.

3. Technical & Application Support

• Understand customer applications (e.g., construction, mining, marine, industrial power, agriculture).
• Coordinate technical assessments, troubleshooting, and engine performance reviews.
• Work closely with service engineers, workshop teams, and field service technicians to deliver solutions.

4. Project & Contract Management

• Oversee execution of service policies
• Track job progress, parts availability, warranty claims, and service performance.
• Resolve customer escalations promptly and professionally.

5. Market Intelligence & Strategy

• Monitor competitor activities, pricing trends, and industry developments.
• Provide feedback to product and service teams on customer needs and field issues.
• Contribute to annual business planning and service product development.

6. Reporting & Administration

• Submit monthly reports on performance, opportunities, and risks.
• Ensure compliance with company policies, safety standards, and quality procedures.

Experience

3–8+ years of experience in industrial engine service, heavy equipment (with expertise on diesel BSIV, BSV CRDI engines)

Industry Preferred

Qualifications

Bachelor’s degree in Mechanical Engineering,

Industrial Engineering, Automotive Engineering, or similar.

Technical diplomas with extensive field experience may be considered.

General Requirements

Communication, Collabration

Our commitment to Diversity, Equity, and Inclusion

Yes