Job Title: Area Service Manager Function: Service - IBU Reports to: CH Service - IBU Office/Location: Ahmedabad RO INTERACTION WITH STAKEHOLDERS Internal External Direct • Service Training team • Service Support team • Spares team • Plant team • R&D team • Network Development team • Dealerships • BAFL, Other financers JOB REQUIREMENTS Educational Qualifications Essential: Engineering graduate from a premier institute Work Exp Min: 3 Max: 8 Industry Specification Preferably Automotive - 2W/3W/4W Need for travel High 75% KEY COMPETENCIES Technical/ Functional • Deep Understanding of service processes • Dealership Management • Product Knowledge • Competition Tracking • Product Quality • Negotiation and Conflict Resolution Behavioural • Continuously raise the bar • Ensure results with speed • Meet customer expectations KEY RESPONSIBILITIES Service volume growth: • Achieving the service targets through channel partners in the assigned region • Increasing the market share for the assigned region by providing strategic directives • Involved in the preparation of Plan Actuals with CH • Service for setting service targets for ASM by analysing actual service vs expected service • Updating market developments periodically to facilitate proactive steps to combat competition • Analysing market service data and customer satisfaction data NPS: • Identifying the network gaps & identify prospective dealers • Managing the business by monitoring each dealership in terms of viability and profitability • Providing support and Handholding new dealers to ensure smooth operations Repair Quality: • Capturing CH and ASM best practices and deploy them horizontally in concerned areas Service Capability: • Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor customer service to achieve service objectives and customer satisfaction • Kaizens • Stock planning & correction Dealership Performance: • Deploys best practices from one region to the other • Career pathing and mentorship • Conduction of team building activities in order to drive engagement among the service team The above list is not exhaustive and could evolve with changing needs & priorities of the company KEY RESULT AREAS • Service volume growth • NPS improvement • Repair Quality improvement • Counter measure PFRs for improvement • TAT reduction – spare parts service level improvement • Projects undertaken for the quarter/ territory