Regional Service Manager

Role: Position Title: Department: Grade/Level Reporting To: Regional Service Leader Regional Service Manager Sales - Replacement M2 Zonal Service Manager (To confirm structure) Organisational Chart : The position is responsible for driving and ensuring customer service in allocated geographies. The role holder is responsible for providing product knowledge training, coaching and capability building to the sales force so as to enable them to deliver effective and timely customer service. The position will provide ongoing support and guidance so as to address service related issues in the allocated geographies. The position is also responsible for identifying, generating and retaining business from direct customers and key accounts in the region as well as driving promotional activities for demand generation & retention. Key Purpose of the Job (Position Summary) KEY PERFORMANCE AREAS Market share through lead generation New key accounts customers added Timely response to complaints/ queries as per TAT Customer Service feedback Customer survey score No. of trainings implemented Retention % Functions And Responsibilities Service Confer with key customers to provide information about products or services, or obtain details of complaints. Handle escalated complaints, settle disputes, and resolve grievances and conflicts. Review all relevant information to assess pattern of complaints and to determine possible causes of complaints Manage and ensure resolution of complaints received at the BPO pertaining to the allocated region Analyze overall product performance data Review high value claims adjustments with channel partners & customers, examining parts claimed to be defective, and approving or disapproving the claims Participate in claim inspection on a sample basis to ensure accuracy of the process Order tests that could determine the causes of product malfunctions Refer unresolved customer grievances to respective functions for further investigation. Recommend improvements to respective functions in areas of products, packaging, shipping, service, or billing methods and procedures to prevent future problems. Coaching/ Training Assess, implement and supervise the training needs and programs of sales staff Provide ongoing support to the sales staff to manage non-routine/ high value complaints and claims Update sales staff product knowledge on a regular basis Demand generation & Retention Implement sales strategy for achievement of sales target for each Segment and Product in the assigned geographic region through Key accounts. Seek potential key accounts and direct customers to expand the customer base for CEAT. Review that processes related to dispatch , payments and claims for the key accounts are within stipulated timelines Ensure that key accounts are retained and intervene when required Conduct regular meetings with big fleets and government institutions. Contact regular and prospective key customers to demonstrate products, explain product features, and solicit business Participate in technical discussions with customers Recommend products to key customers, based on customers' needs and interests. Answer key customers' questions about products, prices, availability, product uses, and credit terms. Advise key customers on the use of products or services. Drive activities such as Driver Training programs, Consumer meets, Truck meets, OEM Dealer meets and monitor participation and feedback Participate in test tyre performance tracking for priority customers Develop proposals for current or prospective key customers. Estimate on quote prices, credit or contract terms, warranties, and delivery dates. Negotiate details of contracts and payments. Monitor market conditions, product innovations, and competitors' products, prices, and sales. Develop and maintain a thorough knowledge of products and services to provide accurate information to customers.  New Business Development Seek new potential accounts and product opportunities within the designated geographical area thereby expanding the CEAT customer base. Conduct periodic surveys to assess customer perception on service and brand image, and provide related inputs to the marketing/R&D teams on customer preferences Relationship Management Visit regularly key customers for the region. Partner with Customers by resolving their problems / challenges with respect to sales & marketing of CEAT products. Education and Experience Required Education: Any Graduate / Any PG with relevant work experience Experience: 4-6 years , in sales/ service role