Service Process Coordinator
2 weeks ago
you’ll be our : Service Process Coordinator
you’ll be based at : IBC Knowledge Park, Bangalore
you’ll be Aligned with : Lead - Vehicle Service Strategy
you’ll be A member of: Vehicle Service Strategy, Ownership Management
What will you be doing at Ather?
You define the “how” of everything that the Vehicle Service operations team does. Your playground is the entire flow of operations in the after-sales service phase and you create standardized processes which work to deliver efficacy and efficiency at scale. You will:
- Build service playbooks - process, business & corporate identity norms
- Benchmark best practices in industry and collaborate with different internal teams to create tailor-made approaches for Ather vehicle service.
- Documentation - Engage with vendors to create elaborate and effective content for target audience - RP/field teams. Explore new & effective content formats.
- Implementation of Service workshop digitalization - Adapt SOPs to accommodate digital features and mitigate failure modes. Ensure adherence to processes on-ground for a seamless phygital experience. Engage with the digital product teams to build more user/customer-friendly solutions.
- DMS Development - understand requirements from end users and translate them into feature enhancements.
- Service Network planning based on dealership capacity
- RP Service Quality & Audit - Build/tweak audit mechanisms to proactively highlight gaps in service delivery or process adherence. Take ownership of audit findings and drive them to closure.
What kind of experience & skills do you need for this role?
- Aligning processes with business strategy
- Analyzing and setting benchmarks for processes
- Deploying technology
- Discovering and modeling processes
- Establishing policies and rules
- Improving procedures
- Clear documentation
Some attributes that you bring to this role?
- Ability to adopt practical approaches in designing & implementing processes
- Embrace change and show agility in adapting to dynamic business needs
- Team working - Understand perspectives, challenges and goals of different teams to work collaboratively
- Assertiveness in ensuring adherence to defined processes
What should you have graduated in?
Education : BBA or B.Tech + at least 2 years industry-experience in a similar role, Automobile Service Industry experience preferred.
Work Experience : 0-2 years
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