Job Requirements Key Responsibilities: • Develop customer engagement strategies based on market trends and competitive analysis, focusing on regions with high potential and low customer churn • Accountable for boosting After Sales Service performance, thereby expanding customer market share • Oversee workshop capacity and meet established targets related to job orders and service throughput • Assess individual customer requirements and deliver services that surpass expectations • Guarantee customer satisfaction by ensuring quality and timely completion of work • Enhance customer loyalty and retention by providing continuous care and attention • Supervise all service department staff and evaluate their performance • Promote customer engagement events organized by Royal Enfield well ahead of time to generate market excitement • Coordinate service camps to grow service market share and centrally track their effectiveness in terms of incremental revenue for dealers and Royal Enfield • Participate in formulating a strategic business plan for spare parts, including market monitoring, channel partner and dealer visits, and competitor analysis • Ensure prompt resolution of customer complaints within agreed timelines, including onsite feedback management • Lead Product Quality Reporting by gathering Pre Delivery Inspection feedback from distributors and conducting warranty claim parts audits • Design appealing schemes targeting customers to encourage service visits to the workshop • Communicate with customers through channels such as SMS and social media about the advantages of timely periodic servicing, service reminders, and follow-up calls to drive revenue growth and increase age-segmented unique customer market share • Notify customers in advance about benefits related to services like Extended Warranty, Roadside Assistance, insurance renewal, and Annual Maintenance Contracts offered by Royal Enfield • Provide customers with daily advice on additional motorcycle care and maintenance • Hold regular meetings, either virtually or in person, to gain insights from the aftersales regional retail team and enhance business performance • Assist the company in understanding the profile and expectations of current service customers • Offer spare parts management assistance to Channel Partners and maintain collaborative communication with the factory team • Ensure readiness for new model servicing through Service Training, planning and procurement of Initial Parts Kits, and provision of necessary Tools and Equipment for new models Work Experience Education : Bachelor’s degree in Automobile or Mechanical Engineering. Experience : 4+ years’ experience in a similar role including : • Extensive service marketing experience • Knowledge of dealer service/ parts operations • Territory and dealer management experience