MGR (SERVICE - IBU) - Ahmedabad RO

Job Title:

Area Service Manager

 

Function:

Service - IBU

 

Reports to:

CH Service - IBU

 

Office/Location:

Ahmedabad 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