Job Title: 

Area Service Manager 

Function: 

Service - IBU 

Reports to: 

CH Service - IBU 

Office/Location: 

Patna

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