Service Manager

Overview:

Parts Business:

1. Follow up for order and payment collections for parts business as per agreed business plan.
2. Parts Retail Channel establishment- Identify strategic locations for EGPs and Parts Retailers & their branding as per norms.
3. Improving workshop inflows.

To meet annual spares target for the territory, thus ensuring commercial target achievement of revenue generation. To increase network to ensure that parts are available in all strategic locations and increasing parts proliferation.

Customer Satisfaction & Workshop Management:

1. Taking initiative in assigned territory for the Aftermarket excellencecreating differentiated offerings and ensuring Superior UPTIME .
2. 
   Assigning workshop wise Customer Satisfaction KPIs and execution of same.
3. Review of dealer performance on KPI performance and action planning (both interim and long term) for improvements.
4. Analyzing the reasons for customer dissatisfaction and ensuring all complaints are closed fast through dealer.
5. Ensuring compliance to warranty policy and reimbursement to dealers. Usage of online system- EIBS for claims processing.
6. Conducting various Aftermarket activities.

With the objective of ensuring high level of customer satisfaction and quick resolution of customer problems.

Channel Management:

1. Reviewing channel performance and helping them in action planning to bridge the performance gaps and making them ready for future Aftermarket challenges.
2. Channel expansion and upgrdation as per market trends and future needs.
3. Ensuring process adherence.

Competency & Network Development:

1. Formulate systems to assess the current level of network competency to handle products and plan for trainings to develop competency in handling product issues.
2. Business development by opening new workshops and retail counters to expand network footprint.
3. Ensuring workshops are as per Eicher norms in all assigned markets, and thus confirming warranty norms are followed.

With the objective of improving competence to handle existing and new products, and enhance network reach for customer convenience.

Qualifications:

• B. Tech
• 60% + in educational qualifications
• Minimum 7 years of relevant experience