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Job Title:
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Area Service Manager
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Function:
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Service - IBU
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Reports to:
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CH Service - IBU
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Office/Location:
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Bangalore RO
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INTERACTION WITH STAKEHOLDERS
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Internal
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External
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Direct
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- Service Training team
- Service Support team
- Spares team
- Plant team
- R&D team
- Network Development team
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- Dealerships
- BAFL, Other financers
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JOB REQUIREMENTS
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Educational Qualifications
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Essential: Engineering graduate from a premier institute
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Work Exp
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Min: 3
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Max: 8
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Industry Specification
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Preferably Automotive - 2W/3W/4W
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Need for travel
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High
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75%
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KEY COMPETENCIES
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Technical/ Functional
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- Deep Understanding of service processes
- Dealership Management
- Product Knowledge
- Competition Tracking
- Product Quality
- Negotiation and Conflict Resolution
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Behavioural
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- Continuously raise the bar
- Ensure results with speed
- Meet customer expectations
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KEY RESPONSIBILITIES
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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
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KEY RESULT AREAS
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- 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
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