Channel Service Manager
CurrentRoles & Responsibilities:- Customer Support- Handle customer service related queries on daily basis and ensuring timely resolution. Monitor & ensuring timely vehicle services and delivery to customer. As well as any enroute breakdown call as per TAT in the territory. Technical Support- Provide technical support to dealer for troubleshooting of BD vehicles and ensuring quick resolution in coordination with HO team. Parts Support- Monitor and ensure availability of spare parts & lube at dealership to increase the vehicle uptime. As well as to increase the spare parts & lube business. Field Campaign and & Service Camps- Collaborate with channel partners to get campaign schedules. Generate monthly campaign plan, participates in camps as per plan to improve brand visibility and product performance. Dealer Profitability- Monitor and ensure channel partners to enhance service market share though customer satisfaction to meet the CSI or SSI index, service retention, service net revenue, parts net revenue, service agreements (AMC/ Extended warranty). Direct Customer Interface- Visit & meet customer as per appointment schedule with customer to receive feedback on service support & product issue to take corrective action for improvement of customer satisfaction and retain. Operational Excellence- Ensuring dealer to adhere service process, assets upkeep, float monitoring, quality and timely submission of claim, No pendency letter. Prepare “Management Information System” on monthly basis to assess dealer performance and to take decision for corrective action or improvement, if necessary to increase the profitability of dealer. Dealer Audit- Carry out warranty audit, Spade audit, Safety audit, 5S audit, Manpower audit to build service capability at dealership. Training- Monitor & ensure dealer team skill mapping and plan & ensure required training at dealership at build service capability. Weekly conducting “Knowledge Proliferation Day” at dealer.
