Deputy Manager - Field Service Operations IO

Company :

Mahindra & Mahindra Ltd Responsibilities & Key Deliverables  Work with Distributor Team to develop and execute the After-sales business development plan for the country. o Prepare plans and execute the plan to continue improving / sustaining the Customer Retention for the focused products. o Monitor the Business KPIs like Repair Order trend, Contribution of Scheduled Maintenance to Running repair, Revenues, Revenue / RO to identify the improve opportunities and work with the distributor team to execute plans o Plan and Manage Customer engagement activities like Service Campaigns, Customer Meets, Non-reporting customer reach out plans. o Monitor the Spare parts sales trend through primary and secondary channel and execute strategic actions to improve business share.  Improve Network Reach and Quality o Plan and implement the actions to improve network reach. o Ensure the quality of network as per guidelines. o Monitor the Process adherence quality at networks and drive improvements through Excellence programs. o Monitor the critical manpower adequacy in the network, their skill matrix, training plan adherence and certifications to deliver first time right attention. o Organize periodic Skill fests and organize local R&R mechanisms o Support the team to improve failure analysis and adhere to the warranty guidelines  Drive Customer Experience Enhancement o Monitor the quality of customer feedbacks generated through different sources and improve wherever required. o Identify top 3-5 dissatisfaction contributors, to plan actions and address. o Drive proactive actions on product like Retro campaigns to address future complaints o Monitor the Customer Experience KPIs like Revisit rate / repeat repair rate / Same Day Delivery rate / NPS / CSI / Concern per trends and drive improvement actions  High level of engagement with Distributors and Dealers. o Ensure distributors and dealers get required support from M&M HO in terms of literature, tools, diagnostics, catalogues, etc. and maintain a healthy DSS o Engage with distributors and their team members on a regular basis to keep them appraised on the expectations, progresses, execution challenges to come out mutually agreeable solutions to be driven in a timely manner. o Support the distributor team in product concern resolution and timely product feedback from dealers to M&M technical team o Help distributors grow business through Service Marketing activities. o Visit fleet operators along with Distributor to instill confidence in our products and services. o Prepare and implement Spare parts pricing strategy o Work with distributors in implementing network improvement strategies o Help distributor in healthy inventory management Preferred Industries AutomobileEducation Qualification Bachelor of Engineering; Bachelor of Engineering in Automobile; Bachelor of Engineering in MechanicalGeneral Experience 5-8 years of Customer Care management. DME) experience in Customer Service, Field Service Operations and Parts Operations in Automotive (preferably four-wheeler). Flair of Data Analytics preferred. International experience will be an added advantage Critical Experience  Skillsets desired :  High level of Business Acumen and exposure to dealerships systems and processes.  Experience in handling critical high-volume dealers and customers is preferred.  Strategic mindset with Execution Excellence.  Field orientation in ‘do and show’  High level of Customer and Process Orientation.  Sound understanding on service financials – revenue & cost structures, inventory management etc.  Good people management skills  Sound technical knowledge with analytical skills  Digital & Tech Savvy, aware on the changing trends and evolving customer expectations  Analytical with eye for details in review  Good negotiation and conflict management skills