MGR (SERVICE - IBU) - Lucknow RO

Job description

Job Title: Area Service Manager Function: Service - IBU Reports to: CH Service - IBU Office/Location: Lucknow RO 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 JOB REQUIREMENTS Educational Qualifications Essential: Engineering graduate from a premier institute Work Exp Min: 3 Max: 8 Industry Specification Preferably Automotive - 2W/3W/4W Need for travel High 75% 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 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 CH Service for setting service targets for ASM by analysing actual service vs expected service Updating market developments periodically to facilitate proactive steps to combat competition Analysing 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 company 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