MGR (SERVICE - IBU) - Pune RO

Job Title:

Area Service Manager

Function:

Service - IBU

Reports to:

CH Service - IBU

Office/Location:

Pune 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