Deputy Manager - Field Service Operations IO

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 RR 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 MM 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 MM 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

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

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