Service Head

Key Responsibilities

1. Able to make Rural (Service) business plan and departmental objectives.
2. Ensure all Rural (Service) targets are achieved as per plan.
3. Should be able to look at operations from macro perspective.
4. Able to guide his Managers and provide them proper directions.
5. Ensure all customers who come in contact with any dealership staff have a pleasant experience.
6. Able to review various MIS reports and JD Power reports and takes necessary corrective actions.
7. Improve Intello or any other customer satisfaction scores
8. Meets customers and employees regularly to understand ground realities.
9. Able to create a “customer friendly” culture in the organization.
10. Have good contacts in the industry and business circle.
11. Proper focus on customer satisfaction through proper monitoring on CRM Team and respective managers.
12. Make Proper weekly, monthly and yearly reports according to M&M as well as Unnati Motors.

Customer Satisfaction

1. Preparing CaPs master action plan with an objective to provide excellence in customer service, bench marking industry best practices to delight customers and achieve minimum 90% T2B rating in overall satisfaction. Execute & monitor the same with concerned role holders regularly.
2. Monitor & review trends of customer satisfaction indicators with concerned role holders and implementing action plan for improvement on regular basis.
3. Monitoring execution of contact calendar to create maximum number of delighted customers.
4. Reviewing concern Pareto to find out root cause and monitoring implementation of action plan to reduce number of concerns.
5. Yearly planning, organizing and monitoring of service camp.
6. Planning and organizing customer focus group meet.
7. QWIK SERVICE - Monitoring and enhancing productivity.
8. Planning and monitoring Doorstep Service (DSS) operation – ensuring profitability and route adherence.

Capability Building

1. Monitor service quality scores to improve repair & process quality at the dealership.
2. Monitor MILE trained status of employees which shall not be lower than 80% at any given time.
3. Skill matrix review to track quality of manpower & planning for developments through in-house training.
4. Reward and Recognition scheme, planning & execution for customer care team.

Leadership Roles

1. Planning requirements of manpower, hiring, orientation, fixing up job responsibilities, targets, supervise and conducting appraisal.
2. Readiness of second line by promoting existing manpower based on appraisal.
3. Incentive scheme planning and disbursement for customer care team.
4. Ensuring Employee Pulse Survey twice in a year and action planning based on feedback to improve employee satisfaction.
5. Create harmony among all the departments for effective team work.
6. Manage operating expenses effectively.
7. Initiating housekeeping, work place safety and hygiene.
8. Decision on procurement, maintenance of tools, equipments & other resources.
9. Smooth industrial relation.
10. Field campaign (Retro) monitoring and completion within stipulated time line.

Miscellaneous

1. Review of vehicle off road / open RO beyond allowable period.
2. Improve productivity for optimum usage of infrastructure.
3. Keep a tab on outstanding with debtors and follow up for recovery.

Personal Vehicles Service

1. Capability development of SA/ Relationship Manager (RM).
2. High focus on hygiene element and spic & span infrastructure.
3. Facilitating RM with back end and floor team support to meet up commitments made to customers.
4. Monitor adherence of SOPs related to customers handling by Relationship Manager.
5. Monitor delivery level of purple club benefits to customer.

Commercial Vehicles Service

1. Identifying need of secondary market support and establishing the same by continuous assistance from dealer for spares and technical support.
2. Creating customer awareness on DO’s & Don’ts of the product.
3. Conducting periodic service camps at major pockets to provide service at doorstep.
4. Planning and monitoring Mahindra Mobile Seva(MMS) operation – ensuring profitability and route adherence.
5. Monitor single / double shutter outlet profitability and upkeep.
6. Monitor 3rd Party Tie - up.