Your responsibilities will include being:
Provide leadership and direction to the entire pan-India Vehicle Service team by establishing and overseeing the adoption of the department’s objectives and key results at all levels.
Ensure that vehicle service activities are seen to deliver measurable and significant value to the business.
Evangelize the importance of customer experience to the overall performance of the business and act as the voice of the customer across the organization.
Define and manage all vehicle service processes
Contribute to achieving total customer satisfaction by ensuring proper execution of vehicle service
Collect feedback from the Zonal / Area Vehicle Service Managers and make the revision in the service and spares management policies/strategies.
Monitor SLA adherence periodically and initiate CAPA as and when required
Continuously monitor the performance of team members/retail partners/channel partners and direct for CAPA execution through the regional teams
Conduct periodic audits of retail partners and support them in achieving the desired level of performance in SLAs
Onboard new retail partners and set up their service centre, as per the Ather way of business
Drive and handhold the team to deliver profitable business to the dealers
Prepare and submit accurate nation-level KPI reports by the end of every month
Implement promotional programs such events, publicity campaigns, free service camps, customer meets, etc.
Execute the service strategy through the regional teams
Manage the Vehicle Service P&L and track changes
Work with the Marketing team to roll out scripts for unresolved or under-RCA product concerns.
Participate in new product development to contribute to industrial (service) experienceand design for serviceability
What kind of experience & skills do I need for this role?
18 to 24 years of work experience in Vehicle Service Operations in an automotive organization focused on a great customer experience
Some attributes that you bring to this role?
Developing Strategies – that anticipate trends in the organization and the larger industry
Seizing Opportunities – Go-getters who identify business opportunities that can generate sales, boost customer experience, and outperform competition
Making Decisions – Leaders who assume responsibility and drive action from the front, will stand by their decisions even during difficult conversations
Empowering Individual – Encourage and motivate teams and individuals to take decisions independently
Convincing People – Awesome negotiators that can shape opinions and decisions in the interest of the organization