Field Service Manager-Mumbai

Key Responsibilities:

Dealer Capability Building

• Identify service manpower needs and align with dealer service teams.
• Plan dealer training, manage nominations, and ensure 100% participation.
• Monitor dealer manpower availability and align timelines.

Spare Parts & Lubricants Sales

• Set and distribute CS targets for workshops.
• Drive dealers to achieve Spare Parts & Lubricants sales targets.
• Ensure 110% dealership orders by the 24th of each month.
• Guide dealers on AdBlue retail business and auto-ordering processes.
• Coordinate with HQ for spare parts billing and dispatch.

Service Marketing & Business Growth

• Set and track AMC & Extended Warranty sales targets.
• Analyze lost sales and optimize service product offerings.
• Conduct customer visits to improve AMC/EW adoption.
• Train dealer teams on Accelero processes and ensure smooth execution.

Float Upkeep & Monitoring

• Ensure proper float deployment and upkeep at dealer workshops.
• Review and approve float repairs, replacements, and movements.

Service Measures & KPI Adherence

• Communicate new service measures to dealers and ensure implementation.
• Track dealer performance on KPIs, analyze delays, and develop action plans.
• Improve service retention by engaging lost customers and pre-service calling.

Workshop Service Delivery & Technical Support

• Ensure timely service delivery and warranty approvals.
• Provide technical support for critical vehicle complaints.
• Maintain fast-moving parts availability and monitor accident repair TAT.

Roadside Assistance & Network Development

• Ensure dealers have 24/7 RSA support with the required vehicles and manpower.
• Identify service network gaps and collaborate on improvements.

Customer Satisfaction & Relationship Management

• Improve Service Satisfaction Index (SSI) through post-service follow-ups.
• Address customer complaints, conduct visits, and resolve concerns.
• Manage escalation processes and goodwill support for key customers.

Diagnostic Tools & Software Management

• Ensure availability and timely renewal of diagnostic tools and software licenses at dealer locations.