Senior Service Operations Manager

2 weeks ago


Jaipur, Rajasthan, India Royal Enfield Full time
Job Title

Area Service Manager - Service

Job Summary

The Area Service Manager - Service is responsible for the dealer service performance in the region and will lead the implementation of various service processes. Key responsibilities include creating customer engagement plans, increasing after-sales service, and ensuring customer satisfaction through quality and timeliness of work done.

Key Responsibilities
  1. Create customer engagement plans based on market behavior and competition targeting areas where the potential is high and the turnaround of customer is less.
  2. Responsible for Increase of After Sales Service and thereby increased customer market share.
  3. Responsible for workshop loading and achieving defined targets by number of job orders and service volumes.
  4. Identify individual customer needs and provide service required to exceed expectations.
  5. Ensure customer satisfaction through quality and timeliness of work done for customers.
  6. Maximize customer loyalty and retention.
  7. Managing all service department employees, as well as monitoring their performance.
  8. Publish customer engagement events organized by Royal Enfield to customers well in advance.
  9. Organize service camps to increase service market share and monitor efficacy centrally.
  10. Contribute to the development of a strategic business plan for spare parts.
  11. Ensure effective closing of customer complaints.
  12. Lead Product Quality Reporting.
  13. Create attractive schemes to increase service visit to the workshop.
Requirements
  • 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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