Divisional Service Manager

Job Description : Divisional Manager-Service – Auto OEM, Pune Hiring / By admin Educational Qualifications: Engg- Electrical, Electronics & computer science || Electrical And Electronics Engineering Desired Qualification : Management||Business Administration, Business Management Work Exp : Min: 18 – Max:20 Industry Specification : Auto Components, Automobile, Engg & Manufacturing Need for travel Role – Measuring and driving Country wise profitability:- Forecasting, planning and monitoring the achievement of service targets in the region Expansion of primary service network (dealer workshops & branches) and secondary service network (Certified Service Technicians and Power Technicians) via distributorship Identification of service gaps and recommend new initiatives to be implemented and driven via distributorship Promoting the sales of Spares and Oil Promoting referral sales by providing service support Ensure the achievement of customer retention targets and overall dealership profitabilitCapability building Providing guidance to Country service managers and dealers in the region with respect to monitoring & handling dealer network Ensure adequate training is imparted regularly to Country Service managers and dealer manpower Gather and disseminate market intelligence by keeping track of competitor products as well as services Plan and implement projects in the region as determined by the H.O. from time-to-time Systems & processes Ensure the adherence to the company’s service standards by all dealer workshops & branches across the region Implementation of Central Dealership Management Systems Implementation of Total Productivity Management way of working Implementation and audit of Service Quality Systems Ensure 100% compliance of all dealers in Dealer Service Standard audits; corrective actions for non- conforming dealerships Work on reduction in service turn-around time and no. of repeat jobs, minimize cost/time deviations, etc. Monitoring of warranty claims Customer relationship management Enhancing the customer satisfaction levels in all dealer workshops Guiding ASMs and dealers in speedy resolution of critical customer issues (technical & dealer related) and work for prevention of such issues Coordinate with the service support team for speedy resolution of customer complaints on company website and consumer forums/legal cases Product support Continuously get feedback about product performance/product failures and their root causes through ASMs and updates the manufacturing and R&D teams Planning and executing new product launches and conduct Customer Usage Field Trials (CUFT)

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