mgr (service - ibu)

Job Description

The Area Service Manager is responsible for the territory service requirements with focus on process/product improvement.

The product portfolio includes - three - wheeler passenger and cargo ; a quadricycle ; and EV and will have to grow the service volume increase awareness in his territory.

2. INTERACTION WITH STAKEHOLDERS

Internal

External

Direct

- Service Training team

- Service Support team

- Spares team - Plant team

- R&D team

- Network Development team

- Dealerships

- BAFL, Other financers

Indirect

3. JOB REQUIREMENTS

Educational Qualifications

Essential:Any graduate from a premier institute.

Desired:MBA or equivalent from a premier institute.

Work Exp

Min: 3

Max: 8

Industry Specification

Preferably Automotive - 2W/3W/4W

Need for travel

High

75%

4. KEY COMPETENCIES

Technical/ Functional

- Deep Understanding of service processes.

- Dealership Management

- Product Knowledge - Competition Tracking

- Product Quality

- Negotiation and Conflict Resolution

Behavioural

- Continuously raise the bar

- Ensure results with speed

- Meet customer expectations

5. KEY RESPONSIBILITIES

Service volume growth:

- Achieving the service targets through channel partners in the assigned region

- Increasing the market share for the assigned region by providing strategic directives - Involved in the preparation of Plan Actuals with Circle Head for setting service targets for ASM by analyzing actual service vs expected service

- Updating market developments periodically to facilitate proactive steps to combat competition

- Analyzing market service data and customer satisfaction data

NPS:

- Identifying the network gaps & identify prospective dealers

- Managing the business by monitoring each dealership in terms of viability and profitability

- Providing support and Handholding new dealers to ensure smooth operations

Repair Quality:

- Capturing CH and ASM best practices and deploy them horizontally in concerned areas

Service Capability:

- Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor customer service to achieve service objectives and customer satisfaction

- Kaizens

- Stock planning & correction

Dealership Performance:

- Deploys best practices from one region to the other.

- Career pathing and mentorship

- Conduction of team building activities in order to drive engagement among the service team

The above list is not exhaustive and could evolve with changing needs & priorities of the compan

6. KEY RESULT AREAS

-Service volume growth

-NPS improvement

-Repair Quality improvement -Counter measure PFRs for improvement

-TAT reduction spare parts service level improvement

-Projects undertaken for the quarter/ territory

---