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Job Title:
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Service Trainer
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Function:
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Service Operations – MC
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Reports to:
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Service Operations Head
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Office/Location:
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To be Updated
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JOB PURPOSE
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- 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
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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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- Field Service team
- Service Support team
- Spares team
- Plant team
- R&D team
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- Dealerships
- Vendors
- Mechanics
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JOB REQUIREMENTS:
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Educational Qualifications
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Essential: Any 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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50%
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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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- 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
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KEY RESULT AREAS
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- % 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
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