Service Network Expansion Manager

1 day ago

Nagaon Tezpur, India beBeeService Full time ₹ 15,00,000 - ₹ 30,00,000

Job Summary:

The Service Area Manager is accountable for the growth of the service network in assigned regions, achievement of service targets, adherence to service standards across all dealer workshops/branches, and product support to manufacturing/R&D teams with a focus on process/product improvement.

Key Responsibilities:
  • Expansion of Primary and Secondary Service Networks:
    • Planning and monitoring the achievement of service targets in assigned areas
    • Execution of expansion activities for primary service networks (dealer workshops & branches) and secondary service networks (Certified Service Technicians and Power Technicians)
    • Identification of service gaps and recommendation of new dealer workshops/branches
    • Promotion of sales of genuine spares and oil
    • Promotion of referral sales through provision of service support
  • Capability Building:
    • Guidance to dealers on monitoring and handling their networks
    • Identification of training requirements and organization of training for dealership staff
    • Gathering and dissemination of market intelligence by tracking competitor products and services
    • Coordination with dealers for recruitment of manpower for workshops
    • Execution of projects as determined by RSM/H.O. from time-to-time
    • Initiation of marketing programs/BTL activities in assigned regions and monitoring of customer service to achieve service objectives and customer satisfaction
  • Systems and Processes:
    • Adherence to company service standards by all dealer workshops & branches across the region
    • Implementation of Total Productivity Management approach
    • Implementation and audit of Service Quality Systems
    • Conducting Dealer Service Standard audits and ensuring 100% compliance among dealers, along with initiation of corrective actions for non-conforming dealerships
    • Reduction of service turn-around time and number of repeat jobs, minimization of cost/time deviations, etc.
  • Customer Relationship Management:
    • Enhancement of customer satisfaction levels at all dealer workshops
    • Guidance to dealers for speedy resolution of critical customer issues and prevention of such issues
    • Coordination with service support teams for speedy resolution of customer complaints on the company website and consumer forums/legal cases
  • Product Support:
    • Continuous feedback on product performance and failures, root cause analysis, and update of manufacturing and R&D teams through RSM
    • Involvement in planning and execution of new product launches and conduct of pre-launch field trials

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