MGR (SERVICE - IBU) - Lucknow RO

Job Title:
Area Service Manager
Function:
Service - IBU
Reports to:
CH Service - IBU
Office/Location:
Lucknow RO
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