Key Result Areas:
- Service business parameters.
- Customer satisfaction.
- Warranty disbursement.
- Mentoring dealers, training customers & operators.
- Organizational imperatives.
Job Profile:
The incumbent will report to the Service Head of the branch location. The incumbent would be responsible for the following:
Service Business Parameters:
- Ensuring timely service delivery and adherence to service level agreements (SLAs) through Dealers.
- Managing product/service and service delivery parameters as per First Response Time and Mean Time to Repair norms by effective management of Channel Partners.
- Meeting and strengthening key service delivery parameters via dealer network, including Open Calls (Dealer/Customer), VOR (Vehicle off Road) Calls, feedback, etc.
- Strengthening Dealer network for uninterrupted service delivery.
- Conducting audits of contract performance to identify deviations and implementing corrective actions.
- Collaborating with sales and service teams to review and update contract terms and conditions as needed.
- Internal benchmarking of good practices,
processes & systems (EAM - Enterprise Asset Management, SFDC - Salesforce, POWER BI - Business Intelligence) and their adoption.
- Ensuring process adherence by Channel Partners.
Customer Satisfaction:
- Ensuring effective and speedy resolution of problems/customer complaints.
- Monitoring and reviewing service delivery quality and response patterns.
- Working to improve Customer Satisfaction and securing Customer Feedback.
- Providing timely and quality feedback from the field on NPI (Current Product Introduction) & product performance to the Service Quality team.
- Promptly addressing various customer needs to ensure satisfaction levels.
Warranty Disbursement:
- Preparing CAPA (Corrective & Preventive Action)/RCA (Root Cause Analysis) in coordination with the HO technical cell during incident investigation.
- Ensuring corrective actions are initiated on Audit Reports.
- Maintaining awarenes