Service Operations Manager

4 weeks ago

Jammu, Jammu and Kashmir, India Royal Enfield Full time

Job Title: Service Operations Manager

Job Summary:

Royal Enfield is seeking a highly skilled Service Operations Manager to lead the implementation of various service processes and provide guidance on overall business operations. The incumbent will identify areas for improvements and support the implementation of new projects.

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 individual customer 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.
  • Manage all service department employees, as well as monitor 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 (PDI) 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 Royal Enfield 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 and other peace of mind products of Royal Enfield 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 and procurement), Tools and 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.

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