Service Operations Manager

4 weeks ago


Hisar, Haryana, India Royal Enfield Full time
Job Title: Service Operations Manager

Estimated Salary: ₹1,200,000 - ₹1,500,000 per annum.

About the Role

We are seeking an experienced Service Operations Manager to lead our dealer service performance in the region. As a key member of our team, you will be responsible for implementing various service processes and providing guidance on overall business operations.

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 individual customer needs and provide required service to exceed expectations
  • Ensure customer satisfaction through quality and timeliness of work done for customers
  • Maximize customer loyalty and retention, by ensuring constant care and attention
  • Manage all service department employees and monitor their performance
  • Publish customer engagement events organized by Royal Enfield to customers well in advance to increase hype in the market
  • Organize service camps to increase service market share and monitor efficacy centrally with respect to delta revenues to the dealer and Royal Enfield
  • Contribute to the development of strategic business plan for spare parts including market watch, channel partner visits, dealer visits and competitor information
  • Ensure effective closing of customer complaints within 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 target customer to attempt a service visit to the workshop
  • Inform customers via communication medium about benefits of doing on-time periodic service, service reminders and follow-up calls to increase 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 daily basis on additional care of the motorcycle and its maintenance
  • Conduct routine meetings via web or in-person to understand ground reality to improve business among aftersales regional retail team
  • Support company on understanding current service customers’ profile and expectations
  • Provide spare parts management support to 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
Work Experience

7+ years of experience in similar role with extensive service marketing experience, knowledge of dealer service/parts operations, territory and dealer management experience.


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