The Service Manager will be responsible for the customer facing end of the workshop and will manage the team of service consultants
Primary Responsibilities
● Service Revenue Plan Achievement
o Responsible for service revenue target achievement for the dealership specifically number of job cards and revenue per job card
o Align Service Marketing plan in line with the business requirement discussing it with CRM
● Service Inwarding
o Monitor the service in-warding process followed by the Front Office Executive, Service Consultant and the Security Guard
o Ensure that all customers are handled in a time bound manner and receive service consultation to their satisfaction
o Ensure that all vehicles are delivered with time and cost estimate adherence
o Coordinates with team members to ensure Promised Delivery Time is met
o Tracks progress of after sales KPI achievement - reviews with each Service Consultant
o Reviews customer satisfaction KPIs and ensures overall customer experience
o Reports performance metrics achievement to Royal Enfield
o Conduct morning meeting huddle with Service Consultants, CRM, Works Manager and SMEs
● Complaint Resolution and Processes
o Uses his experience and conflict resolution skills to resolve all critical customer issues and complaints to ensure high level of customer satisfaction
o Set,
monitor and take corrective measures with CRM manager for the following targets:
▪ In Moment Score (Top 2%), 3rd day feedback score