Area Manager

4 days ago

Jammu, India Royal Enfield Full time
Job RequirementsPosition titleArea Manager - Service

Reports toRegional Service Manager

Job gradeAssistant Manager

LocationJammu

Job PurposeArea Manager - Service is responsible for the dealer service performance in the region and will lead the implementation of various service processes. The incumbent will provide guidance on overall business operations, identify areas for improvements and support the implementation of new projects.

Key ResponsibilitiesCreate customer engagement plans based on market behavior and competition targeting areas where the potential is high and the turnaround of customer is lessResponsible for Increase of After Sales Service and thereby increased customer market shareResponsible for workshop loading and achieving defined targets by number of job orders and service volumesIdentify their individual needs and provide service required to exceed expectationsEnsure customer satisfaction through quality and timeliness of work done for customersMaximize customer loyalty and retention, by ensuring that customers receive constant care and attentionManaging all service department employees, as well as monitoring their performancePublish customer engagement events organized by Royal Enfield to customers well in advance to increase the hype in the marketOrganize 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 EnfieldContribute to the development of a strategic business plan for spare parts including market watch, channel partner visits, dealer visits and competitor informationEnsure effective closing of customer complaints within the agreed timeline, feedback handling and resolution – OnsiteLead Product Quality Reporting including collecting Pre Delivery Inspection (PDI) feedback from distributors and warranty claim parts auditCreate attractive schemes which will cover the target customer to attempt a service visit to the workshopInform the customer via communication medium like SMS, and social media of Royal Enfield 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 levelIntimate customers about benefits on availing services like Road Side Assistance, insurance renewal, Annual maintenance contracts and other peace of mind products of Royal Enfield well in advanceProvide tips to customers on a daily basis on additional care of the motorcycle and its maintenanceConduct routine meetings via web or in-person to understand the ground reality to improve the business among the aftersales regional retail teamSupport the company on understanding current service customers' profile and expectationsProvide spare parts management support to the Channel Partners and supportive interaction with factory teamEnsure New Model Service Readiness via Service Training, Initial Parts Kit (planning and procurement), Tools and Equipments for new models etc

Work ExperienceEducationBachelors in Engineering (Automobile / Mechanical)

Experience7+ years of experience in a similar roleExtensive service marketing experienceKnowledge of dealer service/ parts operationsTerritory and dealer management experience

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