MGR (SERVICE - IBU)

ConfidentialJamshedpur, Dhanbad, Bokaro Steel City

30+ days ago

Job description

The Area Service Manager is responsible for the territory service requirements with focus on process / product improvement.

The product portfolio includes - three - wheeler passenger and cargo ; a quadricycle ; and EV and will have to grow the service volume increase awareness in his territory.

2. 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

Indirect

3. JOB REQUIREMENTS

Educational Qualifications

Essential : Any graduate from a premier institute.

Desired : MBA or equivalent from a premier institute.

Work Exp

Min : 3

Max : 8

Industry Specification

Preferably Automotive - 2W / 3W / 4W

Need for travel

High

75%

4. KEY COMPETENCIES

Technical / Functional

Deep Understanding of service processes.

Dealership Management

Product Knowledge - Competition Tracking

Product Quality

Negotiation and Conflict Resolution

Behavioural

Continuously raise the bar

Ensure results with speed

Meet customer expectations

5. 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 Head 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

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

Repair Quality :

Capturing CH 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 compan

6. 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

Skills Required

dealership management system , Product Quality, Negotiation Skill, Product Knowledge, Conflict Resolution

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Mgr • Jamshedpur, Dhanbad, Bokaro Steel City

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