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