The Area Service Manager is responsible for the territory service requirements with focus on process/product improvement.
The product portfolio includes - three - wheeler passenger and cargo ; a quadricycle ; and EV and will have to grow the service volume increase awareness in his territory. 

2. 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

Indirect

 3. JOB REQUIREMENTS

Educational Qualifications

Essential: Any graduate from a premier institute.

Desired: MBA or equivalent from a premier institute.

Work Exp

Min: 3

Max: 8

Industry Specification

Preferably Automotive - 2W/3W/4W

Need for travel

High

75%

4. 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

5. 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 Circle Head for setting service targets for ASM by analyzing actual service vs expected service
- Updating market developments periodically to facilitate proactive steps to combat competition
- Analyzing 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

6. 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