Area Manager
3 weeks ago
About the Role
We are seeking an experienced and skilled 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 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 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
Compensation Package
The estimated salary range for this position is ₹1,200,000 - ₹1,800,000 per annum, depending on qualifications and experience. Additional benefits include health insurance, paid time off, and professional development opportunities.
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