AddressPosition title
Technical Services Manager -EEC & MEA Markets
Reports to
Team Manager-EMEA
Job grade
Assistant Manager
Location
Chennai
Job Purpose
As Service Manager for the EEC & MEA markets, the incumbent will be part of the Global Commercial Organization and report to the Regional Manager of the region.
The incumbent will be responsible for executing the after sales business strategy roadmap in your region for achieving brand led business growth.
As a Service Manager, the incumbent will be responsible for all aspects of after sales functions like product feedback, warranty management, training the technical staff in the dealer ships, supporting the channel partners on all aftersales functions, customer satisfaction and spare parts business.
Key Responsibilities
Your key responsibilities will include, but not limited to:
Channel Partner Management
- Dealership assessments, evaluating the channel partners spare part sales & service processes, with a focus on total customer satisfaction.
- Ensuring that the channel partner maintains their profitability by covering various aspects of business like service vehicle reporting, spare parts operations, warranty operations etc.
- Ensuring channel partner’s service infrastructure and readiness for new product launches.
- Analyze channel partner’s performance, identify areas of improvements, devise and implement strategies to improve channel partners performance.
- Ensure channel partner’s operations as per laid down policies and work towards providing quality after market experience to customers through channel partner.
- Implementing Service standards and monitoring its effectiveness.
- Country wise MIS preparation, reporting and monitoring
Product Concern Resolution & Product Quality
- Monitoring field issues and reporting to the TS Team.
- Monitoring customer complaints, field concerns and quality issues, working for problem resolution.
- Capturing voice of customers through surveys and implementing customer feedback and recommending the same to factory for desired modifications in the bikes
- Execute Campaigns as per plant instruction and ensure kill ratio in line with plant instructions.
- Warranty administrations and failed part inspection at channel partners
Training and Manpower Development
- Impart training on new models, refresher courses to channel partners.
- Ensure the availability of trained manpower in all RE service outlets.
- Conducting competency tests to identify training needs of channel partner personnel.
- Implement best practices amongst the channel partners so as to constantly improve workshop operations and report back to the factory for results and course correction.
Service Network management
- In-use bike mapping to support channel partners in identifying service network expansion.
Spare Parts
- Ensuring that the channel partner and dealers are meeting the targets by ensuring timely off take of spare parts .
- Mentoring dealer teams to improve their skills in Inventory management and to achieve optimum turnover rate.
- Availability of all parts in the channel network
Service Marketing & Customer meets
- Service marketing, conducting camps and other activities to win back lost customers and thereby increasing service load and service & parts revenue.
- Post sales survey with customers, capturing and resolving the concerns and issues within early vehicle usage.
- Organizing Service camps for products at market stands as an enabler for creating assurance of product and to improve customer connect and service retention. Participation and Support in Rides, Events etc and collect product feedback.
Work Experience
Education
- BE/B.Tech in Mechanical / Automobile Engineering.
Experience
- 5 to 8 years experience in two wheeler Industry in after sales functions.
- Curriculum development and deployment
- Instructor-Led Training (ILT) delivery
- LMS course development
- Mechanical aptitude.
- Maintain technical qualifications and training programs as available
- Passion for the Brand and motorcycling
