MGR (SERVICE - IBU)
ConfidentialBokaro Steel City, Jamshedpur, Dhanbad30+ days ago
Job descriptionDeep Understanding of service processes. Dealership Management Product Knowledge - Competition Tracking Product Quality Negotiation and Conflict Resolution Continuously raise the bar Ensure results with speed Meet customer expectations 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 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 Capturing CH and ASM best practices and deploy them horizontally in concerned areas 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 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 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
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
Behavioural
5. KEY RESPONSIBILITIES
Service volume growth :
NPS :
Repair Quality :
Service Capability :
Dealership Performance :
The above list is not exhaustive and could evolve with changing needs & priorities of the compan
6. KEY RESULT AREAS
Skills Required
dealership management system , Product Quality, Negotiation Skill, Product Knowledge, Conflict Resolution
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Mgr • Bokaro Steel City, Jamshedpur, Dhanbad
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