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 recent 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