Area Manager

3 weeks ago

Hubli, Karnataka, India Royal Enfield Full time
Job Title: Area Manager - Service Lead

Job Summary:

We are seeking a highly skilled and experienced Area Manager - Service Lead to join our team at Royal Enfield. As a key member of our service department, you will be responsible for leading the implementation of various service processes and ensuring the dealer service performance in the region.

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

Requirements:

* 7+ years of experience in a similar role
* Extensive service marketing experience
* Knowledge of dealer service/ parts operations
* Territory and dealer management experience

Education:

* Bachelor's degree in Automobile or Mechanical Engineering

Work Experience:

* 7+ years of experience in a similar role
* Extensive service marketing experience
* Knowledge of dealer service/ parts operations
* Territory and dealer management experience

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