Area Service Manager- Genset Industry

The primary responsibility will be to take care of the service department for various Telecom/ Retails/ Institutions sectors.

Key Responsibilities

• Execute the service strategy through Regional Managers/ Area Managers. Collect the feedback from the Regional Manager and take up with Service Head for needful revision in the policies/ strategies from time to time.
• Communicate and sign off deliverable/ KRAs to Regional Managers, Area Managers and other related team members.
• Driving team for working on the CSF, monitoring the CSFs periodically and initiate corrective actions as and when required.
• Discuss, negotiate, signing off the SLAs with different customers viz- Telecom/ Retails/ Institutions. Monitoring the adherence of the SLAs periodically and initiate CAPA as and when required.
• Continuous monitoring the performance of the team members/ dealers/ channel partners periodically and directing for the CAPA execution through the Regional Managers.
• Ensuring the viability of service partners in the assigned territory and initiate CAPA as and when required.
• Get the Periodic audits at Dealers end and supporting them to achieve the desired level of performance in SLAs. Recommend for discontinuance of the Dealers if they do not come up to the expectations despite of all positive efforts.
• Developing the team, team of the dealers/ OEAs through providing on the job/ vestibule training and ensure the adequate level of competence to meet the desired levels of SLAs.
• Ensuring the trained manpower is available with the dealers/ OEAs hence periodic plan training programs to update the competence level of the team members. Also keep the records of the trainings done: on the job / vestibule.
• Submission of Spares business AOP - Stocking of critical spares at dealerships - Stocking of Dynamic EOR. Ensuring the minimum level of the inventories are maintained at dealership end.
• Ensuring the AMC/ CMCs as per the targets, review the performance periodically with the team members/ OEAs/ Dealers. Initiate corrective and preventive measures to achieve the business targets.
• Ensuring achievement of the Parts Sales as per the targets.
• Follow up for the payment from the OEAs/ Dealers for the Services/ AMC/ Parts etc. and ensure timely receipt of the payments as per targets.
• Periodically conducting Customer Satisfaction Surveys and strive to exceed the CSI with different customers.
• Continuously collecting the feedback regarding the Product Performance from the Field and communicate the same to the senior officials.
• Ensuring the up-dation of the Internal Service Portal, Periodic Management of the Service Portal. Regular Status update over the Field Trials.
• Explore, support, trial for New Engine Application Process, Development of new engine applications in the assigned territory / region.
• Periodic assessment of the performance of the team, Identifying TNIs/ TNAs and sparing them for trainings being conducted by Internal/ External faculties.
• Resolving the issues of the team periodically, escalate the critical issues to the senior officials and ensure time resolution of critical issues to maintain high level of confidence and motivation among the team.
• Visiting to the major customer/ conduct customer meet periodically to resolve the long pending issues. Also ensure that all the regional managers/ area managers to do the same at Zonal/ Circle level.
• Managing Service Warrantee issues; collection of technical information/ data, take up with the senior management resolution of warrantee issues and endeavor for reduction in the per engine warrantee cost.
• Visiting to the major customer/ conduct customer meet periodically to resolve the long pending issues. Also ensure that all the regional managers/ area managers to do the same at Zonal/ Circle level.
• Visiting to the major customer/ conduct customer meet periodically to resolve the long pending issues. Also ensure that all the regional managers/ area managers to do the same at Zonal/ Circle level.
• Submitting the periodic MIS pertaining to the major business parameters with desired frequency to the management.

Skills & Personal Attributes

• Bachelor's degree in Business Administration, B.Tech or related field.
• Minimum of 8-15 years of experience in Genset Industry.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, interpersonal, and stakeholder management skills.
• Proficiency in SAP and MS Office