Area Manager - Indore, CPSD

• Financial - To achieve the financial targets of the area by maintaining smooth operations for all lines of business – warranty and post warranty services in AMC Sales, Service Delivery, Revamp Sales, Revamp Execution, NSP, Spares & value added service products.
• Strategic Planning- Establish and ensure implementation of strategic growth initiatives (3 years strategic growth plan in the area – Financial + People Development + Productivity + Customer Satisfaction+ Service Infrastructure) of the area in compliance with the regional business strategy.
• Area Operations Management
• Control and co-ordination of branch Service Operations by ensuring optimization of resources and high productivity of team & channel partners. Maintain the engagement among the team members by guiding them to achieve business goals and objectives.
• - Prepare monthly Sales forecast to achieve committed revenue targets. Yearly plan for all Channel partners and monitoring the same on monthly basis.
• - Regular review with team members to achieve and improve revenue growth for each line of business line ensuring booking, billing & profitability targets. Exploring new business opportunities for future growth.
• - Ensure timely completion of operational activities (Invoices to customer, review Outstanding, follow-up with Customer, timely collection and adjustments to maintain & reduce DBO as per target.
• -Regular review with executives on open calls/complaints and ensure response time and its closure as per SLAs. Minimize the escalations and ensure high level of Customer Satisfaction leading to improved CSI.
• -Regular review with executives on JMR, optimising stocks and parts planning with Material coordinators.
• Stakeholder Management
  

• Developing and maintaining Channel infrastructure as per expansion plan. Manage business relations with Channel partners to align them with organizational objectives. Ensure adequate resource support to the channel to deliver committed SLAs.
• Maintaining relationship with key customer accounts and National Account customers for building healthy pipeline for future service sales projects.
  

• Collaboration with internal customers e.g. EMPG (project) team, CAD(Product) team, Procurement, Logistic, Commercial team, Taxation and EHS Team
• Compliance Management for the Area
• Implement the SOPs related to Compliance, statutory obligations, Defective returns and Safety. Keep a track of product failures and ensure timely submission of feedback. Review and maintain required MIS.
• Ensure high adherence on compliance and implementation of safety policy at across all works and sites.
• Capability Building
• Keep self and team updated with latest technology and product developments. Identify development needs of team and Channel Partners and co-ordinate with Central training teams to impart skill building training.
• Identifying Marketing Executives at Channel Partners & develop them to handle Service Business.
  

Financial

Key Responsibilities:

Non-Financial

• Meet Preventive maintenance, response time and Turnaround time targets KPI’s
• Customer Satisfaction Index of 75%.
• Service Delivery Index.
• On Time project completion and minimize escalations.
• Warranty Conversion & AMC Retention Ratio
• Implement Gold Standard Service actions points.
• Compliance to EHS norms and zero accident in the branch.
• Parts planning and Training for Channel development.