Hero MotoCorp - Territory Service Manager - After Sales & Service

We are looking for Territory Service Manager with field sales experience for our Global Business.

The incumbent will be based out of Corporate office but will be handling international market.

Candidate must fulfill below criteria-

1. Must have min 4-5 years of experience in After- sales Service domain in HMCL

2. Able to join in the next 1-2 months

3. Countries to handle: Kenya & Ethiopia

4. Traveling will be required.

1. Manage Spare Parts Business to increase - parts Revenue and to achieve business goals

- Guiding distributor for Parts Management such as Inventory Control, Distribution, & Retail Pricing

- Responsible for overall growth of Spare Part Business

- Monitoring parts dispatch to maintain optimum Service Level

- Design, Plan & Organize Parts Promotional Activities to provide market-specific retail solutions

- Collect & share feedback on Parts Packing & competition-

- Ensuring timely payment & all pre-shipment, post-shipment documentation

2. Develop Service & Spare Parts Network to increase customer reach and enhance business

- Defining Network Guidelines with respect to Market.

- New Market Establishment with planning of Signature Set up, Assembly Line, Learning Centre & Spare part Warehouse.

- Appointment, Activation of New Channel Partners & Development of existing network

- Define organizational structure for different Network as per Norms

- Implementation of operational processes & Basic Service Standards at Dealers & Retail Outlets

3. Ensure & Monitor Customer Retention at workshop thru service reporting - to increase dealer's profitability

- Analyze service demand & revenue forecast as per market potential

- Define business goals for Distributor & Dealers

- Design & Develop promotional activities to increase retention of customers

- Define, Monitor & Improve Customer Satisfaction Index

- Analyzing Capacity Utilization & Expansion Planning

- Regular Business Review with Distributor Team

4. Manage Technical Reports, KD & Warranty to ensure better product quality & customer satisfaction

- Implementation of defined Warranty & KD processes & systems

- Ensure timely submission of KD & Warranty Claims and its settlement

- Warranty Analysis to control defects & cost

- Closure of KD claims & Capture Feedback from Distributor

- Work towards Zero KD Defects

- Ensure regular Product Quality Feedback reports

- Joint Analysis on technical feedback with quality assurance on closure

- Plan & Organize Market Quality Survey for New Models

- Feedback on Competition and New Models Launches

- Market Information on regulation

5. Organize Service & Parts Promotional Activities to achieve business goals

- Annual Planning for Market specific Service Activities with Distributor & develop Annual Activity Calendar

- Organize Activities as per Annual Calendar

- New Activity Initiatives as per market need

- Regular Business Review with Distributor Team

6. Manpower Development & Training to ensure better service support

- Define Organizational Structure as per Norms

- Conduct - Train the Trainer- activity

- Annual Planning for training calendar with Distributor

- Guiding the distributor for publication of Manuals in local language

- Organize & Conduct Assembly Training