Service Manager

Primary Responsibilities

• Oversee the overall Service operations and ensuring service quality as per Ather defined standards.
• Technical support to Shop floor team and Door-Step Servicing Team.
• Ensure day-to-day closure of pending payments based on report submitted by billing executive.
• Attend workshops and study publications to stay up-to-date with developments in the Ather Service Communications.
• Customer complaint tracking, redressal and necessary actions at dealership
• Regular communication with Dealer Principle/GM and Ather ASM for status updation.
• Monitor Labour/Spares Performance and plan for continuous improvement.
• Understand and utilize Ather DMS and other software tools to the best extent to analyse the performance levels of the workshop and plan for improvement

Secondary Responsibilities

• Regularly Evaluate the performance of service staff in order to acknowledge efficient employees and guide underperforming ones.
• PDI / Warranty Management.
• Workshop KPI maintenance and analysis for improvement including report to Ather and DP/GM.
• General administration of the workshop
• Scrapping & Waste Management
• Develop and implement new strategies to meet Service KPI as required

Support

• Service Marketing & Promotional Plan
• Execution of Ather planned service campaigns and achieving best results.
• Crisis and Emergency Management
• Guiding subordinates in attending to Major complaints
• Oversee the hiring and training of an effective service team
• Nominate eligible staff for Ather-organised training programs as per requirement.