Regional SERVICE Manager - AFTER SALES – Commercial Vehicle
Scope: Tamilnadu & Kerala. Work Location: Chennai
Our Company and the Department’s objective:
We are one of the key market leaders in AUTOMOBILE manufacturing and its Sales across the Indian and International markets. We offer a creative and progressive culture with all the exciting challenges and rewards of working for a dynamic, international company. You will be working as Regional Service Manager in our Commercial Vehicles - Sales & Marketing Department. This department works ardently towards achieving profit and revenue targets set by the organization and aims to significantly enhance the market share of the products.
Your Job Role Summary:
You will make efforts to provide After-sales technical and specialist services to the customers and dealers / ASCs. You will work towards creating better reach for the customers through effective customer complaint redressal and sharing product feedback from the field to key stakeholders and effectively managing warranty and claim settlement. You will also make direct efforts to ensure adequate genuine parts availability at Dealers / ASCs to cater customer vehicle service needs.
Your key deliverables will be:
- Ensure upkeep and maintenance of the regional workshop infrastructure in compliance with CI norms to create a delightful experience for the customers.
- Institutionalizing effective feedback channel for ensuring uniformity across all the states in getting timely and qualitative feedback.
- Analyzing customer complaints and adopting corrective and preventive measures for quick redressal of the customer complaints with proper closure.
- Implementing field fixes and SOP for timely resolution of complaints and supporting field team across the zone for resolution of critical customer complaints.
- Maintaining adequate inventory level of spare parts at channel partners to reduce the VOR and following up with regular orders and funds from dealers for adequate parts availability.
- Collating and analyzing the CSI score followed by planning and implementation of activities across the zone for improvement of the same.
- Competition Network mapping to seek future opportunities in network expansion and advise CBD on the same.
- Appointing and activating Authorized Service Centers as per company’s expansion plan and ensuring adequate channel manpower (as per the company standards) is available against the requirement.
- Initiatives for developing the channel manpower in coordination with RTC across the zone for effective implementation of SOP and field fixes.
- Organizing service promotional activities like FCC, Customer and LMM meets across the zone for enhancing the brand image in the market and ensuring 100% FSC redemptions at the zonal level.
- Ensure adherence to the company’s set standards of response time and lead time across the zone.
- Coordinating with the after-sales agency to develop a robust service reminder and post service follow up system for the territory.
Essential Qualification:
- BE (Mechanical / Automobile)
Desired Qualification:
- MBA (Marketing).
- Experience in Vehicle diagnostic after sales.
- Experience in Diagnostic Content development.
- Good Vehicle System Knowledge.
Preferred Technical Skills and Certification:
- Experience of handling large geographic areas (multi – state) with rich experience of managing large dealer network.
- Solid domain knowledge of sales and marketing with sound knowledge of local market and customer base.
Work Experience:
- 12+ years of experience in the industry with sales experience in the Automobile Sector preferably in commercial vehicles segment.
Preferred Industry Experience:
- Automobile engineering industry.
Core and functional competencies:
- Strong customer relationship management skills and customer-centric attitude.
- Excellent communication skills, including patient listening for understanding the customers’ needs and ability to clearly express their ideas and thoughts and make good presentations.
- Strong interpersonal for developing effective rapport with teams and customers.
- Organizational and planning skills to develop clear customer service policies and prioritize tasks with ability to multi-task and work comfortably under pressure for delivering results.
- Ability to remain calm and handle challenging situations with tact and confidence.
- Ability to resolve problems and take decisions with clear assessment of long-term implications.
- Motivational skills and ability to supervise and lead a team of customer service assistants.
- Innovative and Creative thinking to generate new ideas to improve customer service standards.
Key Success Factors …
- Enhanced customer satisfaction through excellent service provision.
- Increased number of customer databases through efficient and effect customer service.
- Speedy response to customer issues and resolving problems efficiently.
