3.0 - 8.0 years

4 - 9 Lacs

Kolkata, West Bengal, India

On-site

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.

Posted 3 days ago

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