Head - After Sales Service & Parts - Auto

Head Africa After Sales

Job Purpose :

To establish After Sales Service and Parts Business of HMCL in Africa markets- develop annual after sales and parts plan, determine and monitor dealer targets, monitor dealers for right implementation of services and systems, support dealers in developing their capability and resolving any customer issues, as per Hero MotoCorp Corp. guidelines.

Key Responsibilities :

- Service Network / Infrastructure Expansion

- Network expansion to improve service penetration and reach

- Network Appointment Planning and Appointment

- Service Net Work Activations ( Signature Workshops/3S/2S/Single S Facilities)

- Distributor Assembly Line completion

- Workshop Basic Parameter Monitoring

- Parts Business

- Parts Order generation

- Parts Order Despatch / Receivable Management for timely supply

- Parts Retail Promotions - (Retailer Meet/Parts Scheme/Special Parts Camps etc)

- Parts Sales at Workshop growth

- Service Reporting

- Service Reporting Growth

- Distributor Workshop Revenue Growth

- New Initiatives on Service with respect to Customer Satisfaction / Revenue Growth

- Manpower & Training

- Distributor Manpower availability and Training ( Workshop and Assembly Line )

- Train the Trainer Activity for New Models / Continous Improvement

- Dealer Manpower Training thru Distributor Learning Manager

- Local Technician Training to ensure better service support

- Technical Reports KD & Warranty

- Ensure timely KD and Warranty Reports

- Ensure follow up action to close the report decisions.

- Timely Product Feedback to Despatch/Quality

- Warranty Claim Settlement

- Warranty Analysis and Report submission - Technical and Cost Analysis

- Product Feedback Survey / Report

- Competition Product / Activity Survey and Feedback

- Market informations on Regulations etc.

Service Initiatives :

- Service Promotional Activities like FCC, E O C, Post Warranty Camps, etc

- Local Technician Meetings

- Regular Customer Feedback Survey ; Report ; Action Plan implementation