Service Delivery Manager

4 weeks ago


Nashik, Maharashtra, India Royal Enfield Full time

Job Title: Service Delivery Manager

Job Summary:

We are seeking a highly skilled Service Delivery Manager to lead our dealer service performance in the region. The successful candidate will be responsible for implementing various service processes, providing guidance on overall business operations, and identifying areas for improvement.

Key Responsibilities:

  • Develop and implement customer engagement plans based on market behavior and competition.
  • Responsible for increasing after-sales service and customer market share.
  • Manage workshop loading and achieve defined targets by number of job orders and service volumes.
  • Provide exceptional customer service by identifying individual needs and exceeding expectations.
  • Ensure customer satisfaction through quality and timeliness of work done.
  • Maximize customer loyalty and retention by ensuring constant care and attention.
  • Lead and manage service department employees, monitoring their performance.
  • Publish customer engagement events to increase market hype.
  • Organize service camps to increase service market share and monitor their efficacy.
  • Contribute to the development of a strategic business plan for spare parts.
  • Ensure effective closing of customer complaints and feedback handling.
  • Lead Product Quality Reporting, including collecting PDI feedback and warranty claim parts audit.
  • Create attractive schemes to increase service visits.
  • Inform customers about benefits of on-time periodic service and follow-up calls.
  • Intimate customers about benefits of availing services like Road Side Assistance and insurance renewal.
  • Provide tips on motorcycle maintenance and care.
  • Conduct routine meetings to understand ground reality and improve business.
  • Support the company in understanding current service customers' profile and expectations.
  • Provide spare parts management support to Channel Partners.
  • Ensure New Model Service Readiness via Service Training and Initial Parts Kit planning.

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