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Job Description
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 & systems related to the service function at channel partners level.
- Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partner’s level.
- To guide & conduct on the job training of the Service Mechanics for technical problem solving and de-bottlenecking at the dealerships.
- To attend & resolve the critical customer complaints and measure of customer satisfaction level.
- To work towards & increase dealer’s 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 & 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 partner’s 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 & service mechanics.