Ibu, Rm Service, Lucknow

**Experience**: 9 - 15 Years

**Location**: Lucknow ROUttar Pradesh

**Nature of Job**: After-Sales

**Job role**: Product & Field Support

**JD - IBU L2 - RM Service**

**Job Title**:

- Regional Manager - Service**Job Code**:

- IBU/Regional Manager Service /L2**Function**:

- Service - IBU**Sub-function**:
**Reports to**:

- North Circle Head - IBU**Office/Location**:

- Lucknow**1. JOB PURPOSE**
- The Regional manager is responsible for expansion of service network in the assigned area, achievement of service targets, adherence to service standards across all dealer workshops/branches and product support to manufacturing/R&D teams. He is also responsible to drive initiatives and discover key opportunities in the market.
- As a team manager, he will also be expected to train and direct his reports to fulfilling KRAs and potential.**2. REPORTING RELATIONSHIPS**

**Reporting to**

**Direct Reports**

Vice President (North - IBU)- Area Service Managers in that Regional office**3. INTERACTION WITH STAKEHOLDERS**

***

**Internal**

**External**

**Direct**
- Service Training team
- Service Support team
- Spares team
- Plant team
- R&D team
- Network Development team
- Dealerships
- BAFL, Other financers
- Workshop owners

**Indirect**
- Sales team
- Competitors

**4. JOB REQUIREMENTS**

**Educational Qualifications**

**Essential**: Any B.tech graduate from a premier institute.**Desired**: Automobile engineering / M.Tech**Work Exp**

**Min: 9**

**Max: 15**

**Industry Specification**
- Preferably Automotive - 2W/3W/4W**Age**

**Min**:
**Max**:
**Need for travel**
- Medium- 50%**5. KEY COMPETENCIES**

**Technical/ Functional**
- Deep Understanding of service processes.
- Dealership Management
- Product Knowledge
- Competition Tracking
- Product Quality
- Negotiation and Conflict Resolution
- CDMS, Qlkview,

**Behavioural**
- Continuously raise the bar
- Ensure results with speed
- Meet customer expectations

**6. KEY RESPONSIBILITIES**
- Service volume growth:

- Achieving the service targets through channel partners in the assigned region
- Increasing the market share for the assigned region by providing strategic directives
- Involved in the preparation of Plan Actuals with Circle heads for setting service targets for ASM by analyzing actual service vs expected service
- Updating market developments periodically to facilitate proactive steps to combat competition
- Analyzing market service data and customer satisfaction data
- Communicating to and driving ASMs in the right direction

NPS:

- Identifying the network gaps & identify prospective dealers
- Managing the business by monitoring each dealership in terms of viability and profitability
- Providing support and handholding new dealers to ensure smooth operations
- Identifying trends and correcting non-compliance by dealers

Repair Quality:

- Capturing RM and ASM best practices and deploy them horizontally in concerned areas

Service Capability:

- Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor customer service to achieve service objectives and customer satisfaction
- Kaizens
- Stock planning & correction

Dealership Performance:

- Deploys best practices from one region to the other.
- Career pathing and mentorship
- Conduction of team building activities in order to drive engagement among the service team

The above list is not exhaustive and could evolve with changing needs & priorities of the company**7. KEY RESULT AREAS**
- Service volume growth
- NPS improvement
- Repair Quality improvement
- Counter measure PFRs for improvement
- TAT reduction - spare parts service level improvement
- Projects undertaken for the quarter/ territory
- Second financiers development