Role: Regional Service Manager

Division: VTI

Function: VTI

Sales - Mining & Coal

Reporting into: Head of Aftermarket & IMS

Level: SM/DGM

Purpose of the Role:

The position in exists to devise and implement the overall business plans, at a regional level for aftermarket for truck and bus business, develop coverage through development of service infrastructure and increased site support, maintain regional AR, enhance customer satisfaction WITH THE OBJECTIVE OF ensuring premium aftermarket support for the truck and bus business and achieving BP targets WITHIN business strategy and budgets.

Financial Size:

600- 1200 MINR for Parts and 50 MINR for Labour Business with handling the entire region independently.

Span of Control:

Direct Reports: 2 - 4

Indirect Reports: 0

Number of Contract Employees Handled: 20 - 50

Work Relationships- Internal

Percentage of Time Spent on Internal Networking: 50%

- Roles

Area Service Manager

- Inventory Manager
- Renovation
- Parts & Service Commercial
- Technical Support team
- Warranty Team
- Soft Product team
- Technical Service
- Customer Satisfaction
- Competence Development Center
- Regional Sales Function
- Regional Finance
- Central Aftermarket Finance
- HR
- CDC
- Head of Aftermarket, Incharge- Aftermarket SS
- ASM, IM, CS, Service & Parts Technicians

Work Relationships- External

Percentage of Time Spent on External Networking: 50%

Roles

- PSD
- Customer
- Vendor
- Govt authorities for compliance

Education: BE / B Tech

Experience: Relevant Experience of 9 - 12 years

Business Understanding:

- Uderstanding of CV
- Understanding of money-making model - Volvo as well as Customers




- Understanding of spares business in heavy commercial vehicles /earthmoving equipment industry
- Understanding of the customer, market, and trends
- People Management
- Understanding of Products as well as aftermarket support

Knowledge:

- Technical Understanding of Volvo Vehicles
- Understanding of soft product market
- Understanding of local part market
- Additionally understanding of Working Capital Management
- Business Planning & Forecasting
- Inventory management
- Techno commercial knowledge of our and competitor products
- Dealership management
- Key account management

Behavioural Skills

- Collaboration – FC
- Strategist- FC
- Networking & Relationship Building skills- FC
- Negotiation Skills – Expert
- People Management- Expert

Area of Responsibility:

Business Planning and Review

Create the BP for the entire region and lead team of ASMs, Inventory, and others to achieve the BP. Analyze past performance and potential, draft targets for parts and service, location-wise with RFC, finalize in consultation with Head AM. Monitor the status of AR with RFC, recommend deviation from credit policy.

Plan site support for new sites, review site support activities IN ORDER TO ensure vehicle uptime and parts availability. Monitor workshop productivity and man-hour utilization,



review placement of site technicians. Monitor response and resolution time with respect to customer service issues.

Monitor stock turn for parts for company-owned dealers, suggest corrective actions to regional parts organization IN ORDER TO ensure availability of parts.

Customer Satisfaction

Guide and Mentor Area Teams to resolve Customer complaints with in-depth analysis and adopting recent market trends. Monitor CS scores and survey feedbacks regularly to ensure proper closure of complaints. Monthly / Quarterly customer visits to understand the concerns and guide ASM for timely resolution of the same IN ORDER TO ensure a high degree of customer responsiveness and satisfaction for the Entire Region.

Parts Sales and Marketing

Analyze the trends & Potential of the region’s parts sale, Derive monthly targets and Guide area Teams for achieving business KPI’s. Analyze past performance and potential, draft targets for parts and service, location-wise with RFC, finalize in consultation with Head AM. Plan site support for new sites, review site support activities IN ORDER TO ensure vehicle uptime and parts availability.

Collaborating with other RSMs and Corporates counterparts in HO to enabling business target achievement for the Region.

People Management

Manage team performance by Identify the competency gaps and facilitating the training of the Regional team. Administration of performance management process. Engaging & retaining talent. Driving Values & VGAS action plans. Making hiring decisions for any requirement in the Region.

📌 Regional Service Manager - VTI (Bhiwandi)
🏢 VE Commercial
📍 Bhiwandi