Fsm

Tasks

Field Service Manager to handle CS Business for Bilaspur location.
- Service System & Process -, Conducting training for dealer team on the topic, Adherence of company Service Standards at all Dealerships’ workshop and branches across the territory.
- Adherence of Service Retail Excellence program at dealership.
- Job Card Processes from Gate IN to Gate Out, Ensure DMS Process adherence on time.
- Shop Floor Management (SFM) implementation and monthly review.
- Adherence of MSV/MRV Log sheet.
- Ensure PDI and Post body building PDI checks adherence at dealer level.
- Ensure Adherence of various check sheets at dealership, guide and conduct training.
- Audits - Conducting following Audits, observations signoff, Identify corrective actions for non-confirming dealership locations.
- Service Standards Audits - FSM Audits.
- Warranty Audits for assigned dealership workshop.
- Network SPADE Audit for assigned dealership workshops, on Quarterly basis
- 5S Audit
- Product & Technical Support to Dealer Service Team: Extend technical support to dealer team, Provide Necessary approvals. Monitor product performance/ product failures. Identify product complaint definition and probable root cause. Ensure the updates to SHQ & technical Support team through PCR / mail communication.
- Warranty, Claim and DMS Activity Processing - ensure adherence and monitoring of following, conducting training for dealers on the topic
- Ensure timely submission of all type of claims/Activity by Dealership workshops across territory, as per DICV Standard TAT.
- Ensure Pending claim communication to dealer team/ Dealer Senior management on weekly basis.
- Failed parts dispatch to DPAC as per TAT defined by SHQ.
- Scraping and signoff of Warranty Failed part as per DICV standard - for Parts not required to dispatch DPAC.
- Identification of new Sublet vendors and approval of registration process in DMS.
- Adherence of Transit vehicle repair process at dealership, secure approvals from OBL team.
- No Pendency letter from dealer on Quarterly basis.
- DMS Activity Process - ensure timely processing of DMS Activity as per the TAT defined by DICV SHQ (Service Head Quarter)
- Product Concern report
- Pre Approval Activity
- Warranty/ Parts/ Goodwill/ RSA/Order/ Float/ Miscellaneous/Sublet/ Transit Claims or DMS activity.
- Part return approvals.
- Dealer stock/ Float
- New Product Launch & Product Improvement
- Monitoring of seeded vehicles in respective territory and sharing of PCR / Observations with Service Head Quarter. Gather and disseminate market intelligence by keeping track of competitor products as well as services
- Dealer Capability Building
- Identification of Service Manpower requirement and signoff with dealer service team.
- Identify Dealer Training requirements, Nominations submission in DICV LMS, Approval of nomination.
- Ensure 100% Participation without any withdrawal of nominations from dealer team.
- Monthly review of Dealer Manpower Requirement Vs Availability and signoff timeline.
- Spare Parts & Lubricants - CS Business Targets
- Distribute CS Targets to different workshops across the Territory.
- Drive the dealer team in order to achieve following targets
- Spare Parts Offtake Target
- Lubricants Offtake Targets
- Ensure 110% order from dealership by 24rth of every month
- Fund availability against Spare Parts orders for respective workshops order.
- Guide dealer for Adblue -Retail business network.
- Adherence of Auto ordering and Top 1000 Parts ordering.
- Follow-up with HQ Parts team for spare Part billing and dispatch.
- Service Marketing Business
- Distribute Service Marketing target to different workshop across the territory.
- Monitoring of AMC/ Extended Warranty sales Pipeline on regular basis with dealer Service Marketing team.
- Lost sales analysis,
- Take up with Service Marketing HQ for different product packages (inclusions etc.) and rates optimization.
- Customer Visit, driver the dealer team to achieve following targets
- AMC Target
- Extended Warranty Target
- Conduct AMC/EW training, Explain T&C, to Dealer Sales / Service Team, Guide uses of Accelero.
- Ensure Accelero Process starting from Quote Generation to Payment transfer to DICV to Invoicing.
- Float Upkeep and Monitoring
- Ensure float order and upkeep of floats deploy at respective dealer workshop.
- Monthly Review and signoff of float status with dealership.
- Seek float repair/ replacement approvals from approval authority.
- Approve outside territory floats movements, and ensure recovery timely.
- Service Measure:

- Communication to dealer workshops about new service measure launch.
- Plan road map for completing service measure, Spare Parts order and availability.
- Ensure issue of dealer letters to customers for safety critical Service Measure.
- Service Measure missed opportunity analysis.
- CS KPI - Communication, Adherence, achievement of KPI Targets, Delay analysis, Signoff action plan with dealer service team.
- Service Retenti