AGM/DGM/Head - Customer Support - Auto

Head Customer Support (AGM level)

1.The role is responsible for developing and implementing the Customer service strategy so as to enhance the Customers' service experience through service reliability, excellence and innovation.

2. The incumbent must manage the cost-to-serve budget and collaborate with service partners and vendors.

2.The incumbent is responsible for overall customer satisfaction through resolution of customer complaints. The position is also responsible for the quality management systems through standardization and continuous up gradation of systems(4 Gate, DMS, LMS,WBS, SAP etc), processes and documents.

3.The incumbent will be responsible to build Technical & soft skill Competency across Client's Network through meticulous planning and execution of Training . Should conduct Aftersales Strategic Training for DP.

4.The Position will also play a vital role in enhancing IT System capabilities while working in close coordination with IT Dept.

5. This Position will also visit various Dealerships and carry out Dealer Process audits to ensure implementation of clients customer service process

6. The Position will also coordinate with Parts departs to coordinate & maintain different MIS. Inventory Management at PDC & at Dealerships to improve Service Level.

7. Brand building through Service Marketing.

8. Service Planning - Improve Aftersales P & L by through Service Marketing activities & Customer Retention at Dealerships.

9. Dealer Workshop Profitability, continuously build Manpower Competency, Periodic Audits to ensure Aftersales Standards are adhered.

10. Aftersales Budget Management and P & L.

Essential:

- Automobile Domain

- Hands on working experience in entire Aftersales domain like Field, Service Planning, Marketing, Managing BPO's,

Customer relations Management

- Desirable: Business Intelligence & Analytics

Behavioural Skills

- Communication

- Presentation

- Assertiveness

- Interpersonal relationships

- Planning Acumen.

- People Management

Education - BE /Diploma in Engineering + MBA/PGDBA