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Area Service Manager
2 months ago
Job Purpose
This position is responsible for the dealer service performance in the assigned territory and will lead the implementation of various service processes.
Position Overview
Location: Delhi NCR
Position Title: Area Service Manager
Reports to: RSM
Function: Service
Key Responsibilities
- Create customer engagement plans based on market behavior and competition targeting areas where the potential is high and the turnaround of customer is less
- Responsible for Increase of After Sales Service and thereby increased customer market share
- Responsible for workshop loading and achieving defined targets by number of job orders and service volumes
- Identify their individual needs and provide service required to exceed expectations
- Ensure customer satisfaction through quality and timeliness of work done for customers
- Maximize customer loyalty and retention, by ensuring that customers receive constant care and attention
- Managing all service department employees, as well as monitoring their performance
- Publish customer engagement events organized by Royal Enfield to customers well in advance to increase the hype in the market
- Organize service camps to increase service market share and monitor the efficacy of the service camps centrally with respect to delta revenues to the dealer and Royal Enfield
- Contribute to the development of a strategic business plan for spare parts including market watch, channel partner visits, dealer visits and competitor information
- Ensure effective closing of customer complaints within the agreed timeline, feedback handling and resolution – Onsite
- Lead Product Quality Reporting including collecting Pre Delivery Inspection feedback from distributors and warranty claim parts audit
- Create attractive schemes which will cover the target customer to attempt a service visit to the workshop
- Inform the customer via communication medium like SMS, and social media of RE about the benefits of doing on-time periodic service, service reminders and follow-up calls to increase the revenues, age-wise unique customer market share to the next level
- Intimate customers about benefits on availing services like Road Side Assistance, insurance renewal, Annual maintenance contracts of RE well in advance
- Provide tips to customers on a daily basis on additional care of the motorcycle and its maintenance
- Conduct routine meetings via web or in-person to understand the ground reality to improve the business among the aftersales regional retail team
- Support the company on understanding current service customers' profile and expectations
- Provide spare parts management support to the Channel Partners and supportive interaction with factory team
- Ensure New Model Service Readiness via Service Training, Initial Parts Kit (planning & procurement), Tools & Equipments for new models etc.
What you'll bring:
Experience:
- 7+ years’ experience in a similar role including
- Extensive service marketing experience
- Knowledge of dealer service/ parts operations
- Territory and dealer management experience
Qualification: Bachelor’s degree in Automobile or Mechanical Engineering.
Skills:
- Excellent writing and editing skills.
- Excellent written and verbal communication skills.
- Excellent organizational skills and attention to detail.
- Proficient with text management and desktop publishing software.
- Proficient with Microsoft Office Suite, Adobe Acrobat, or similar software.
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ROYAL ENFIELD
Why work with us?
We are a global leader in middleweight motorcycles (250-750cc), operating in 65 countries. Royal Enfield’s unique approach to forging our path has led to consistent growth and profitability. Emphasizing our values and brand essence, we strive to transform into a premium experiential brand. By embracing diversity and new ideas from various industries and regions, we are expanding our team for a broader perspective on global markets.
What do we offer?
- A relaxed and informal work environment
- Ample opportunities for professional growth
- Comprehensive medical insurance coverage
- 5 Leaves that can be availed for Riding or Royal Enfield Social Causes, in addition to the paid days of leave
- Flexi pay that result in interesting savings
- 24 weeks of maternity leave and flexi work-from-home options to ensure you return to work is comfortable
- 10 days of paternity leave
Ready to Join Us?
Apply via our website today. Join our trailblazing team and be a part of our legacy “So why wait? Join us and experience the freedom of embracing the road, riding with pure motorcycling passion.”