Regional Service Manager-Electric Vehicle

January 16, 2022

Job Overview

  • Date Posted
    January 16, 2022
  • Location
  • Expiration date
    --
  • Experience
    10 + Years
  • Gender
    Both

Job Description

You will steer efforts to provide After-sales technical and specialist services to the customers and dealers / ASCs. You will work towards creating better reach to the customers through effective customer complaint redressal and sharing product feedback from field to key stakeholder and effectively manage warranty and claim settlement. You will also direct efforts to ensure adequate genuine parts availability at Dealers / ASCs to cater customer vehicle service needs

Ensure upkeep and maintenance of the regional workshop infrastructure in compliance with CI norms for creating 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 measure 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 for 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 companys 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 companys set standards of response time and lead time across the zone
Coordinating with the after-sales agency for developing a robust service reminder and post service follow up system for the territory
Essential Qualification:

B. E / B. Tech (Mechanical/ Automobile Engineering) OR Diploma in Automobile Engineering / Diploma in Mechanical Engineering
Desired Qualification

MBA (Marketing)
Experience in Vehicle diagnostic after sales.
Experience in Diagnostic Content development
Good Vehicle System Knowledge

Preferred Technical Skills andCertification

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
WorkExperience

12+ years of experience in the industry with sales experience in Automobile Sector preferably in commercial vehicles segment (Electric)
Preferred Industry Experience

Automobile engineering industry

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
Enhanced customer satisfaction through excellent service provision
Increased number of customer database through efficient and effect customer service
Speedy response to customer issues and resolving problems efficiently

Industry: Automobile

Functional Area: Customer Success , Service & Operations

Role Category: After Sales Service & Repair

Role: Service Manager

Employment Type: Full Time, Permanent
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