Area Manager

6 days ago


Vadodara, Gujarat, India Royal Enfield Full time
Job Title: Area Manager - Service

Job Summary:

We are seeking a highly motivated and experienced Area Manager - Service to lead our dealer service performance in the region. The successful candidate will be responsible for implementing various service processes, providing guidance on overall business operations, identifying areas for improvement, and supporting the implementation of new projects.

Key Responsibilities:
  • Create customer engagement plans based on market behavior and competition targeting high-potential areas with low customer turnover.
  • Responsible for increasing after-sales service and thereby increasing customer market share.
  • Responsible for workshop loading and achieving defined targets by number of job orders and service volumes.
  • Identify individual customer needs and provide service to exceed expectations.
  • Ensure customer satisfaction through quality and timeliness of work done for customers.
  • Maximize customer loyalty and retention by ensuring customers receive constant care and attention.
  • Manage all service department employees and monitor their performance.
  • Publish customer engagement events organized by Royal Enfield to customers in advance to increase market hype.
  • Organize service camps to increase service market share and monitor their efficacy 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 (PDI) feedback from distributors and warranty claim parts audit.
  • Create attractive schemes to cover target customers for service visits to the workshop.
  • Inform customers via communication mediums like SMS and social media about the benefits of doing on-time periodic service, service reminders, and follow-up calls to increase revenues and age-wise unique customer market share.
  • Intimate customers about benefits on availing services like Road Side Assistance, insurance renewal, Annual maintenance contracts, and other peace of mind products of Royal Enfield 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 and improve business among the aftersales regional retail team.
  • Support the company in understanding current service customers' profile and expectations.
  • Provide spare parts management support to the Channel Partners and supportive interaction with the factory team.
  • Ensure New Model Service Readiness via Service Training, Initial Parts Kit (planning and procurement), Tools, and Equipments for new models.
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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