Asst. Manager - Service

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 (New 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 awareness of internal commercial processes.
• Ensuring compliance with all regulatory and statutory requirements.
• Ensuring judicious warranty disbursement for reducing warranty expenses.

Mentoring Dealers, Training Customers & Operators:

• Team management - motivation and retention.
• Understanding the strengths and weaknesses of team members and guiding them on their roles, responsibilities, and execution accordingly.
• Training, coaching, and mentoring of Service Executives and Dealer Service Teams.
• Expanding and developing a quality resource pool (Operators/Technicians) for the dealers and vendors.

Organizational Imperatives:

• Actively participating in and originating Kaizens.
• Actively involving in Business Excellence initiatives.
• Adhering to Compliance and Safe Working Environment.