Network development

• Build, lead, motivate and develop team that achieves its objectives • To manage all Service and Technical aspects for the full range of Nissan product with the objective of achieving the set targets• To assist with the facilitation and implementation of after sales marketing related activities between Nissan and the retail network and to achieve the aim of upholding Nissan standards at retail levels and maximize customer satisfaction. • Assist with Technical related research and recommend improvement measures with the aim of continuously enhancing customer satisfaction • Administer and manage all aspects of customer and dealer complaints related to Nissan Products. Deal with any customer complaints pertaining to product reliability, assist dealers and customers alike to find resolutions to these complaints. • Customer Satisfaction Index (CSI), Fixed First Visit (F1), Service Follow Up (PSF) Implementation, reporting, distribution and handling account with report provider. Review reports and assist dealer personnel with corrective measures to achieve Nissan set targets • WPPM Implementation, analysis and assessments with all dealers • Assist with After Sales Business development of Service sales and marketing, handle key supplier relationships. Assist National Parts and Service marketing campaigns/promotions for all dealers • Direct, develop and control the sale of After Sales products to internal and external customers working with other Departments, within the Company.• Undertakes appropriate sales promotional programs and campaigns, working with other local and national managers. • Participates in sales forecasts, market research, statistical analysis and feasibility studies• Analysis of data to Tap potential for Assigned Territory.

Handling a list of dealers for all Customer service & parts operations

● Business development – Service Reporting Planning ○ Monthly, Quarterly & Yearly Planning.○ Coordinating with Field to inc. Reporting, service share & to achieve overall targets○ MIS- Weekly and monthly update on reports to HOD’s & Field● Customer Service○ Speedy redresses of customer complaints / grievances.○ To provide technical assistance to satisfy customer Queries.○ Developing a System to minimize grievances through root cause analysis with maintaining Lead time of 2 days.● Service Network Activation○ Monitoring & Supporting the Field for Timely Activation as per organization Guidelines● Service Promotional Activities○ Suggesting Monitoring and Implementing Service Promotional Schemes based on market study and regional analysis/ Requirement○ Branding: design & publicity support like co-ordination with HHPP centre for effective usage of available customer database for SPA & like leafs/tags etc● CSMM (Customer Satisfaction Measurement & Management) ○ Analyze customer expectations and perceptions monitoring past data and current data through CFS / external survey; Identify Area of Improvement, Action planning & implementation of improvements to increase customer satisfaction level● IT in Customer Service○ Development of IT Software for Customer Service Like online Customer feedback system● Workshop Development○ Developing new & efficient Workshop Processes & Systems for proper flow of Vehicle too improve better quality of Service.● Discuss the new problems generated in field with R&D and give the solutions to the technicians● Analyzing & compiling Monthly Reports & trends on Service plans● Departmental Presentations & Field Visits