Service Manager (Customer Care)

Responsibilities & Key Deliverables

• Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.
• Implementation of all processes and systems related to the service function at channel partners level.
• Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.
• To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.
• To attend and resolve the critical customer complaints and measure of customer satisfaction level.
• To work towards and increase dealer profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts.
• Ensure meeting spare targets of all channel partners and company promoted oil targets.
• Ensure coordination for timely spare parts orders execution for channel partners.
• Ensure dealer CSI score targets are met by driving improvement action plans.
• To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.
• To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell.
• Ensure warranty claims process adherence at the channel partners level.
• To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships.
• Conducting service audits periodically as per the company norms.
• Ensure Product training of the dealer, workshop manager and service mechanics.

Preferred Industries

• Agriculture Implemen
• Automobile

Education Qualification

• Bachelors of Technology
• Bachelor of Engineering
• Diploma in Engineering
• Bachelors of Technology in Mechanical
• Bachelors of Technology in Automobile
• Bachelors of Technology in Agriculture
• Bachelor of Engineering in Mechanical
• Bachelor of Engineering in Automobile
• Bachelor of Engineering in Agriculture
• Diploma in Engineering in Mechanical
• Diploma in Engineering in Automobile
• Diploma in Engineering in Agriculture

General Experience

• 1-4 Years of relevant experience as CCM

Critical Experience

• Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.
• Working Farm Knowledge of Tractors, Farming and Implements.
• Handling business volume of Spares and Oil of minimum 2 crore revenues

System Generated Core Skills

• Change Management
• Channel Strategy
• Consumer Focus
• Customer Relationship Management (CRM)
• Product Knowledge & Application
• Service Management

System Generated Secondary Skills