Area Service Manager - Aftermarket Large Key Accounts - Auto

Role Description:

Position: Area Service Manager - Large Accounts

The Area Service Manager LAc is responsible for the assigned portfolio of Large Accounts in territory. Responsible for Uptime, Customer Satisfaction, Penetration of and value realized from Aftermarket solutions.

1. Acquire comprehensive understanding of Large Accounts' operations and business in order to align support and relationship management strategies. Seek this understanding from Sales Manager and by meeting the right stakeholders in the customer's organization such as fleet mannager, operations manager, maintenance manager, purchase manager etc.

2. Secure clear and objective service levels, performance levels and customer experience goals for each of the key accounts. These should either be part of written agreements with the customer secured by the Sales organization as a part of sales deal or should be created by the ASM for the key account based on understanding of customer requirements and necessary approvals in the organization.

3. Map key delivery channels (dealerships/ support points) for the accounts across the country and secure accountability by ensuring agreements with respective Service Managers and Workkshop management team on the expected service levels and the consequent required resources, supporting commercial requirements and operating procedures. Where required, set-up service agreements to formalize the support mechanism by seeking support from the Service marketing manager.

4. Measure and Monitor service levels delivered, make necessary improvements/changes as might be required and from time to time engage with the key stakeholders in the service delivery channel to ensure pre-requisites are in place and review services.

5. Jointly with the Sales Manager, establish a customer relationship management strategy and plan activities and initiatives to realize the same.

6. Proactively plan relationship building activities such as plan visits, workshop visits, site visits etc. and meetings with key managers in the organization.

5. Ensure consistent planned interaction with multiple stakeholders in the accounts' organization in order to strengthen relationship, build confidence, develop deeper understanding of customer's priorities, discover new opportunities for adding value and building influence.

7. Ensure planned observations of vehicle operation based on the nature of operation in order to ensure a good understanding of vehicle performance and discover opportunities for improvement.

8. Proactively monitor product related issues and ensure technical/ commercial solutions in line with company's policy and procedures are implemented.

9. Monitor vehicle uptime/ turn around time and device improvement actions through service delivery channels by involving stakeholders and where required stakeholders in the customer's organization.

10. Resolve Aftermarket related issues, customer complaints by engaging with appropriate stakeholders in the customer's organization and involving relevant internal stakeholders. Work towards win-win solutions for customer, company and dealer. Ensure a high level of communication with the sales team on all areas related to critical customer issues so as to represent Eicher as One unit/ face.

11. Support the Sales team to develop the Eicher Offer when acquiring new accounts; involve the Service marketing manager to formulate formal solutions by providing the necessary data and understanding of requirements.

12. Drive penetration of Aftermarket offerings and ensure value/ benefits are delivered.

13. Contribute to the Account Dossier by sharing customer insights etc. Capture competition related information relating to the account for sales and aftermarket areas and share with the concerned.