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Manager- After Sales – Global (EV)
Job Purpose :
To manage service operations and spare parts business through distributor & dealers network to achieve customer satisfaction & overall business growth as per our global market strategy.
Key Responsibilities:
Manage Spare Parts Business to increase parts Revenue and to achieve business goals:
– Formulate Parts Business Target as per parts potential
– Guiding distributor for Parts Management such as Warehouse and Inventory management, Distribution strategy , Retail Pricing
– Design, Plan & Organize Parts Promotional Activities to provide market specific retail solutions
Manage Service business to ensure customer satisfaction & retention at workshops to increase the channel partner profitability
– Implementation & Monitoring of CSI & NPS
– To ensure Adherence & Monitoring of Company Service Standards, Processes & Systems
– Analyze service demand & revenue forecast as per market potential.
– Initiatives & Activities to increase retention of customers through innovative campaigns
Develop Service & Spare Parts Network to increase customer reach and enhance business:
– Identification of potential markets for network expansion based on Sales, Service and parts demand. Activation of New Channel Partners & Development of existing network (3S/2S/1S) outlets.
– Implementation & Monitoring of Basic Service Standards at Dealers & Retail Outlets
– Monitoring performance of Retailers
Manage Technical Reports, KD & Warranty to ensure better product quality & customer satisfaction:
– Qualitative Product Technical report
– Implementation of defined Warranty & KD processes & systems
– Plan & Organize Market Quality Survey for New Models
– Ensure timely submission of Warranty & KD Claims settlement and parts dispatch
Organize Service & Parts Promotional Activities to achieve business goals:
– Annual Planning for Market specific Service promotional Activities with Distributor to increase the customer connect and brand promotion & develop Annual Activity Calendar
– Initiatives as per market need to enhance customer experience & achieve business goals
Manpower Development & Training to ensure better service support:
– Identify the training need & arrange and Conduct the Training on relevant product/subject
– Annual/Quarterly Planning for training calendar with Distributor
– Monitor Available Vs Trained Manpower ratio
Experience : 6-9 Years
Location : Gurugram