Deputy Manager - Field Service Operations IO

Responsibilities & Key Deliverables

    Work with Distributor Team to develop and execute the After-sales business development plan for the country.
o    Prepare plans and execute the plan to continue improving / sustaining the Customer Retention for the focused products.
o    Monitor the Business KPIs like Repair Order trend, Contribution of Scheduled Maintenance to Running repair, Revenues, Revenue/RO to identify the improve opportunities and work with the distributor team to execute plans 
o    Plan and Manage Customer engagement activities like Service Campaigns, Customer Meets, Non-reporting customer reach out plans.
o    Monitor the Spare parts sales trend through primary and secondary channel and execute strategic actions to improve business share.
    Improve Network Reach and Quality
o    Plan and implement the actions to improve network reach.
o    Ensure the quality of network as per guidelines.
o    Monitor the Process adherence quality at networks and drive improvements through Excellence programs.
o    Monitor the critical manpower adequacy in the network, their skill matrix, training plan adherence and certifications to deliver first time right attention.
o    Organize periodic Skill fests and organize local R&R mechanisms
o    Support the team to improve failure analysis and adhere to the warranty guidelines
    Drive Customer Experience Enhancement
o    Monitor the quality of customer feedbacks generated through different sources and improve wherever required.
o    Identify top 3-5 dissatisfaction contributors, to plan actions and address.
o    Drive proactive actions on product like Retro campaigns to address future complaints
o    Monitor the Customer Experience KPIs like Revisit rate / repeat repair rate/ Same Day Delivery rate / NPS / CSI / Concern per 1000 trends and drive improvement actions
    High level of engagement with Distributors and Dealers.
o    Ensure distributors and dealers get required support from M&M HO in terms of literature, tools, diagnostics, catalogues, etc. and maintain a healthy DSS
o    Engage with distributors and their team members on a regular basis to keep them appraised on the expectations, progresses, execution challenges to come out mutually agreeable solutions to be driven in a timely manner.
o    Support the distributor team in product concern resolution and timely product feedback from dealers to M&M technical team
o    Help distributors grow business through Service Marketing activities.
o    Visit fleet operators along with Distributor to instill confidence in our products and services.
o    Prepare and implement Spare parts pricing strategy 
o    Work with distributors in implementing network improvement strategies 
o    Help distributor in healthy inventory management 

Preferred Industries

Education Qualification

Bachelor of Engineering; Bachelor of Engineering in Automobile; Bachelor of Engineering in Mechanical

General Experience

5-8 years of Customer Care management. 

DME) experience in Customer Service, Field Service Operations and Parts Operations in Automotive (preferably four-wheeler). Flair of Data Analytics preferred. International experience will be an added advantage

Critical Experience

 Skillsets desired: 
    High level of Business Acumen and exposure to dealerships systems and processes.
    Experience in handling critical high-volume dealers and customers is preferred.
    Strategic mindset with Execution Excellence.
    Field orientation in ‘do and show’ 
    High level of Customer and Process Orientation.
    Sound understanding on service financials – revenue & cost structures, inventory management etc.
    Good people management skills
    Sound technical knowledge with analytical skills
    Digital & Tech Savvy, aware on the changing trends and evolving customer expectations
    Analytical with eye for details in review 
    Good negotiation and conflict management skills