DGM - Lead Service Gensets, Aggregate Business

Purpose of the Role

The role is responsible for Service Support execution of entire India to achieve the Customer satisfaction of GOEMs. This role would also need to achieve Customer complaint resolution, Spare parts, Product, skill development and warranty management by coordinating with internal and extended partners.

Role & responsibilities

• Ensure timely reach and quality of service in line with customer promise in the Gensets business, thus achieving customer centric metrics while meeting spares revenues.
• Ensure identification and on boarding of channel partners in line with the Aggregate Business gensets service strategy- coordinate with relevant stakeholders for technical and financial due diligence till issuance of LOI, and then support in stabilizing operations .• Conduct regular audits of service processes at service dealers to ensure that applicable SOPs are being followed. Ensure corrective / consequence management actions in case of non- compliance• Ensure relevant trainings are organized along with the service technical training team to ensure that channel partners have the right skills to be able to diagnose and resolve issues timely.• Partner with field Service, Plant QA and Operations teams to ensure a QRT approach is followed in case of any customer issues, and that the relevant issues are taken up in the Service/CCT meetings.• New product establishment- field trials , benchmarking with competitors product and service activities tp ensure achievement of PALS targets , timely SAM exercises, spare parts stocking and availability as per NPI list , and availability of e- catalogue and workshop manuals to ensure field readiness to service new products• Ensure monthly customer/GOEM reviews so that any issues related to TML Aggregates are addressed in time to ensure customer satisfaction and also ensure warranty/goodwill expenses are minimized. Publish dashboards regarding the same.• Establish forward looking service models like AMC/ CMC in order to ensure both TML and Channel Partner profitability is maintained.

Preferred candidate profile

• Education Qualifications B.E & B. Tech in Automobile /Mechanical/Electrical Engineering
• 10- 15 years of experience in Genset service industries

Skills & Competencies

• Excellent Communication Skills
  • Interpersonal Skills• Ability to build strong relationships• Technical diagnosis capability• Basic Understanding on Gensets and off highway engines.• Application development and deployment