Job Description
Job Description:
Designation Area Service Manager Function Service
Reporting to Zonal Service Head Grade M4
Minimum Educational Qualifications required for the job. Bachelor of Engineering / Diploma in Engineering Minimum years of Experience required for the job. Total Experience: 7yrs-8yrs
Technical Competencies: Behavioural competencies
– Product Knowledge
– CRM Knowledge – Problem-solving
– Negotiating & deal-making ability
– Networking skills
FUNCTIONAL OBJECTIVE OF THE POSITION:
Ensure superior customer satisfaction and business profitability through excellence in customer service.
JOB RESPONSIBILTIES:
Service Network Management
Appointment of the appropriate ASP network in the assigned area.
Regular visits to ASP & SSD for the area assigned.
Regular Product Training at ASP & SSD for the area assigned.
Ensure availability of required spare- parts at ASP & SSD.
Service channel planning, network evaluation and network correction to augment sales at branch / region.
Dealer Management
Responsible for clearing defective products at dealer’s end.
Educating dealers on the service policy.
Responsible for training SSDs on CRM.
Ensure timely reconciliation of SSD’s commission.
Regular visit at Dealer’s counter as per planned PJP.
Responsible to handle LC/VRF service operations along with retail operations.
Revenue Generation
Responsible for AMC sales revenue.
Responsible for sales of spare parts(Camipro Revenue).
Customer Satisfaction
Ensure that all service calls and deliverables are attended and completed successfully with in defined response time.
Monitor Repeat Repair Ratio – ASP Wise.
Monitor High TAT Calls > 5 days – ASP Wise.
Monitor Open Calls – ASP Wise.
Maintain database for Happy Call Satisfaction Score.
Monitor KPIs achievement- ASP Wise.
Monthly MIS
Preparing & sharing weekly/monthly Service MIS (Service Pendency/ Reason of pendency/ Pending because of party availability etc).
Governance
Must ensure weekly / Monthly performance review meeting with Branch Manager/Zonal Manager on Service Issues.
Environment Health & Safety
Responsible for training on EHS and audit.
