Territory After-Sales Service Lead

Job Purpose :

Area Manager - Service is responsible for the dealer service performance in the assigned territory and will lead the implementation of various service processes. The incumbent will provide guidance on overall business operations, identify areas for improvements and support the implementation of new projects..

Position Overview : Location : Pune

Position Title : Area Service Manager - Service

Reports to : Regional Manager - Service

Function : Global Commercial Operation - Service

What you’ll do :

• Responsible for Increase of After sales service and thereby increased customer market share.
• Responsible for workshop loading and achieving defined targets by number of job orders and service volumes
• Ensure prompt, polite and efficient contact with potential and existing customers
• Identify their individual needs and provide service required to exceed expectations
• Ensure customer satisfaction through quality and timeliness of work done for customers
• To maximize customer loyalty and retention, by ensuring that customers receive constant care and attention.
• To receive and deliver vehicles which would enhance customer satisfaction and optimizes dealer profitability.
• Customer Retention Activities - Free Service camps, Customer meet & initial Quality survey
• Customer Complaint : Resolution of All Complaints : Written / verbal complaints within the set deadlines
• Preparation of Reports like : Field Technical Information Report / Timely dispatch of FTIR by dealer etc
• Managing all service department employees, as well as monitoring their performance.
• Maintaining the highest Customer Service Index(CSI) rating by handling customer complaints immediately
• Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives.
• To receive and deliver vehicles which would enhance customer satisfaction and optimizes workshop profitability.

What you'll bring :

Experience : At least 5-8 years of experience with Automobile brand and with experience in After market and dealer management.

Qualification : Any Bachelor’s degree is fine.

Skills :