Bajaj Auto - Area Service Manager

JD - Area Service Manager (Kerala) - L3

Job Title: Area Service Manager

Reports to: Regional Service Manager - ProBiking

Office/Location: Cochin RO

1. JOB PURPOSE

The Area Service Manager is responsible for the territory service requirements focus on process/product improvement.

JOB REQUIREMENTS:

Educational Qualifications Essential: Any graduate/PG from a premier institute.

Work Exp Min: 3 Max:10

Need for travel Yes

KEY COMPETENCIES:

Technical/ Functional - Deep Understanding of service processes.

- Dealership Management

- Product Knowledge - Competition Tracking

- Product Quality

- Negotiation and Conflict Resolution

Behavioural - Continuously raise the bar

- Ensure results with speed

- Meet customer expectations

6. KEY RESPONSIBILITIES:

Service volume growth:

- Achieving the service targets through channel partners in the assigned region.

- Increasing the market share for the assigned region by providing Strategic Directives.

- Involved in the preparation of Plan Actuals with Zonal service Manager for setting service targets for ASM by analyzing actual service vs expected service.

- Updating market developments periodically to facilitate proactive steps to combat competition.

- Analyzing market service data and customer satisfaction data.

NPS:

- Identifying the network gaps & identify prospective dealers.

- Managing the business by monitoring each dealership in terms of viability and profitability.

- Providing support and Handholding new dealers to ensure smooth operations.

Repair Quality:

- Capturing RM and ASM best practices and deploy them horizontally in concerned areas

Service Capability:

- Initiate marketing programs/ BTL activities from time to time in the assigned region and monitor customer service to achieve service objectives and customer satisfaction.

Service processes - improvements

- Kaizens

- Stock planning & correction

Dealership Performance:

- Dealer SQI

- Deploys best practices from one region to the other.

- Career pathing and mentorship - Conduction of team building activities in order to drive engagement among the service team.

The above list is not exhaustive and could evolve with changing needs & priorities of the company

7. KEY RESULT AREAS:

- Service volume growth.

- NPS improvement.

- Repair Quality improvement.

- Counter measure PFRs for improvement.

- TAT reduction - spare parts service level improvement.

- Laggard dealer SQI improvement.

8. OTHER REQUIREMENTS:

- Language Proficiency: Malayalam proficiency.

- Should be able to handle both the Commercial and technical analytical angle.