Mgr (Service Training - Ibu)

Job Title:

Service Trainer

Function:

Service Operations – IBU

Reports to:

Service Operations Head

Office/Location:

Waluj

JOB PURPOSE

- Scale up NPS across Dealerships

- Develop a framework to assess region/Dealer performance on NPS

- Partner with Dealerships to drive NPS

- Compile reports and design Dashboards

- Ensure sustenance for NPS

- Simplify & Digitize Service processes at Dealerships

- Train Dealer staff on NPS & soft skills

- Link NPS with Business KPIs at Dealerships to assess performance

INTERACTION WITH STAKEHOLDERS

Internal

External

Direct

• Field Service team


• Service Support team


• Spares team 


• Plant team


• R&D team

• Dealerships


• Vendors


• Mechanics

JOB REQUIREMENTS

Educational Qualifications

Essential: Any 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

• Coordinating with the field teams to identify training requirements/gaps and design training programmes


• Preparation of training materials, contents and training notes


• Plan training calendar and communicate the same to the relevant stakeholders


• Ensure that trainings are conducted effectively


• Ensure training of dealership staff and mechanics


• Administrative handling of training centre


• Scale up NPS across Dealerships


• Develop a framework to assess region/Dealer performance on NPS


• Partner with Dealerships to drive NPS


• Compile reports and design Dashboards


• Ensure sustenance for NPS


• Simplify & Digitize Service processes at Dealerships


• Train Dealer staff on NPS & soft skills


• Link NPS with Business KPIs at Dealerships to assess performance

KEY RESULT AREAS

• % Utilization of Training Centre


• L1/L2 Trained Manpower % State wise /Total


• EV /ICE NEF repair process


• Projects


• Skill Contest


• EV Animation


• Cut section of EV / ICE NEF


• Training centre upgradation