Manager - After Sales & Service Management - Automobile

After Sales Operations :

- Analyse dealer performance, identify areas of improvements and devise and implement strategies to improve dealer performance.

- Ensure dealer operations as per organization policies and work towards providing quality after-sales experience to customers.

- Concern handling and resolution in coordination with technical team/spare team/dealership.

- Handling Warranty operations at dealership.

Product Concern Resolution & Product Quality :

- Monitoring field issues and releasing MIS.

- Concern resolution by implementation of methodologies like QC Story, for proper root cause identification.

- Failure Mode Effect Analysis, for all the vehicle systems, for all the manufacturing processes to ensure defect free product.

- Capturing voice of customers through surveys and tools and implementing customer feedback and recommending desired modifications in the vehicles.

Spare Parts, Accessories & Merchandise :

- Ensuring that the dealer is meeting the targets by ensuring timely off take of spare parts and accessories.

- Mentoring dealer teams to improve their skills in Inventory management and to achieve optimum turnover rate.

- Plan and roll out activities and schemes to ensure better parts, accessories and merchandise retail and high customer retention.

Customer camps and After Sales Activities :

- 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 enabler for creating Assurance of product and to improve customer connect and service retention.

- Warranty analysis of parts and sustained efforts to improve CSI, IQS, and other critical indicators.

Training and Manpower Development :

- Conducting competency tests to identify training needs of field executives and dealership personnel.

- Leading, training & monitoring the performance of team members to ensure efficiency in process operations & meeting individual & group targets.

- Sharing of best practices among the dealers so as to constantly improve workshop operations.

- Creating and sustaining a dynamic environment that fosters development opportunities & motivates high performance among Team members.

Audits and Process Improvements :

- Conducting audits across dealerships, production units and vendor locations and ensuring system compliance and adherence to processes.

- Identifying improvement opportunities and suggesting countermeasures against weak areas.

- Dealership assessments, evaluating the dealership spare part sales & service processes, with a focus on total customer satisfaction.

- Ensuring that the dealers maintain their profitability by covering various aspects of business like service vehicle reporting, body and shop operations, spare parts operations, warranty operations etc.

- Ensuring dealership infrastructure and readiness for new product launches.

- Monitoring customer complaints, field concerns and quality issues, working for problem resolution coordinating with various cross functional teams.

- Service marketing, conducting camps and other activities to win back lost customers and improve JD Power scores.

Candidate Requirement :

- BE Mechanical / BE Automobile

- Should be from Automobile Industry

From : Mumbai / Pune only

Narayan Iyer ( 09819147645 )

PAN India Recruiters

Mumbai