Area Service Manager

5.) Background Information and Main Activities: -

• Implement service policy at dealerships in line with company guidelines.
• Responsible for the restoration of equipments to achieve more availability with optimum spares used.
• Reducing equipments breakdown period by continuous monitoring of equipment condition by scheduled inspection and alert customers before potential problems.
• Seek approval from Head Service thru RSM for major assembly replacement (Above Rs. 0.5L), thru technical inputs in ASIST.
• Assist dealers in establishing key customer relationships with targeted contact management and on-site customer visits.
• Assist dealer in identifying strategic account management, gather market intelligence for corporate parts/service marketing development.
• Upkeep of demo machines
• Technical support to the dealers for inventory planning
• Responsible for all activity of after sales service for the area.
• Support to repair and trouble shooting of equipment.
• Assist dealers to recruit suitable service/back-office manpower.
• Maximize retention of existing customers thru quality service.
• Generation of labour revenue & responsible for max. service & parts absorption
• Develop process of new machine sales lead generation when service engineer visit for machine inspection/repairs/service camps.

6.) Decision Making Authority/Control.

• Recommend reversal of warranty claims which are unsubstantiated as per company policy.
• Assessment of dealer service manpower and approve hiring/retention of service personnel at dealership.
• Approve technical policy claims up to Rs. 50,000/- per claim.
• Access to call center for reports on dealerships assigned to him.
• Access to reports from SMP portal, ASIST, CNH portal, DMS, SAP, DWM.

1.) Job purpose: -

Achieve, Monitor and control after sales service levels with the objective of increasing customer satisfaction and generate revenues in labour, parts & lubes with Case products within company strategy and guidelines and agreed financial targets.

3.) Key Result Areas (KRAs) / Measures of Performance (MOPs): -

• Maintaining MTTR (Mean time to response & restore) as per company norms thru a robust process and deployment of strategies for continuous improvement.
• Achieve Monthly & yearly targets of NPS (Net Promoter Score) , FRFT, Completion Rate as per company norms thru a robust process.
• Ensure call ticket raise by dealer/ customer/ ASM for each job in correct service type & Details, follow up for call ticket operate by Dealer engineer properly, closure by dealer on time once Engineer submit reports in system.
• Ensure dealer raise THD for all kind of failures on time, make sure THD closure by ASM, AMS team within 8 working hours.
• Achieve monthly & yearly targets for labour revenues as an individual thru direct service support to customers.
• Achieved monthly & yearly targets for lube sales & parts retails thru dealer.
• Conduct monthly meetings with dealers for service improvements and record thru MOM’s.
• Maintain and ensure that product problems are addressed within 24 hrs. and register them in our system.
• Cover the assigned territory by meeting agreed no of customers and inspecting machines per month.
• Collect customer testimonials (written and video) about good product performance and after sales support every month.
• Organize and conduct service camps & operator meets as per agreed numbers in the dealer annual plan.
• Conduct random check on warranty claims raised by dealer, once a quarter.
• Training to dealer engineers on system process and operations, product update, knowledge articles, service bulletins, commercial policy, parts and service schemes.
• Make sure dealers send back failed parts replaced under warranty to plant or advised locations by warranty department.
• Help dealer coordinate with OEM’s for disputed cases and meet up OEM’s representative for quarterly meetings.
• Responsible for fault finding, troubleshooting and maintenance of equipment as a first level intervention. Escalate to product specialist for complex matters.

8.) Qualification and Experience: -

Education- Diploma in Mechanical Engineering /Automobile Engineering

Professional Qualification- B.E - Mechanical/Automobile Engineering

Experience 5 to 20 years working experience in earth moving equipment

Age 22 – 40 years