Service Performance Lead

1 week ago

Guwahati, Assam, India Royal Enfield Full time

Job Title: Service Performance Lead - Guhawati

About the Role:

We are seeking a highly motivated and experienced Service Performance Lead to join our team in Guhawati. As a Service Performance Lead, you will be responsible for driving service performance and excellence across our network of dealerships.

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.

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.

Education:

  • Bachelor's degree in Automobile or Mechanical Engineering.

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

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