FSM

Daimler Truck AG


Date: 3 weeks ago
City: Mumbai, Maharashtra
Contract type: Full time

Tasks

  • Own customers issues as customer champion and improve resolution timeline and quality
  • Lead the team to ensure Customer Satisfaction, Business Growth through Service Promotion and effective Service Reach
  • Achieve KPI goals for Reach & Recovery (<4 Hr & <24 Hr) and CX (Customer satisfaction, Service satisfaction, Service Delivery) across internal team and external agencies, including QA adherence
  • Achieve revenue growth and profitability at dealer points through initiatives & regular reviews
  • Monitor Product feedback and performance (New Product)
  • Maintain optimum level for spare parts inventory and availability at dealerships, & promote genuine spare sales
  • Direct management of field service team, including hiring, coaching, evaluating performance, development, assigning tasks and establishing objectives & KPIs

  • Service System & Process –, Conducting training for dealer team on the topic, Adherence of company Service Standards at all Dealerships’ workshop and branches across the territory.
    • Adherence of Service Retail Excellence program at dealership.
      • Job Card Processes from Gate IN to Gate Out, Ensure DMS Process adherence on time.
      • Shop Floor Management (SFM) implementation and monthly review.
      • Adherence of MSV/MRV Log sheet.
    • Ensure PDI and Post body building PDI checks adherence at dealer level.
    • Ensure Adherence of various check sheets at dealership, guide and conduct training.
  • Audits - Conducting following Audits, observations signoff, Identify corrective actions for non-confirming dealership locations.
    • Service Standards Audits – FSM Audits.
    • Warranty Audits for assigned dealership workshop.
    • Network SPADE Audit for assigned dealership workshops, on Quarterly basis
    • 5S Audit

  • Product & Technical Support to Dealer Service Team: Extend technical support to dealer team, Provide Necessary approvals. Monitor product performance/ product failures. Identify product complaint definition and probable root cause. Ensure the updates to SHQ & technical Support team through PCR / mail communication.

  • Warranty, Claim and DMS Activity Processing - ensure adherence and monitoring of following, conducting training for dealers on the topic
    • Ensure timely submission of all type of claims/Activity by Dealership workshops across territory, as per DICV Standard TAT.
    • Ensure Pending claim communication to dealer team/ Dealer Senior management on weekly basis.
    • Failed parts dispatch to DPAC as per TAT defined by SHQ.
    • Scraping and signoff of Warranty Failed part as per DICV standard – for Parts not required to dispatch DPAC.
    • Identification of new Sublet vendors and approval of registration process in DMS.
    • Adherence of Transit vehicle repair process at dealership, secure approvals from OBL team.
    • No Pendency letter from dealer on Quarterly basis.
  • DMS Activity Process - ensure timely processing of DMS Activity as per the TAT defined by DICV SHQ (Service Head Quarter)
    • Product Concern report
    • Pre Approval Activity
    • Warranty/ Parts/ Goodwill/ RSA/Order/ Float/ Miscellaneous/Sublet/ Transit Claims or DMS activity.
    • Part return approvals.
    • Dealer stock/ Float

  • New Product Launch & Product Improvement- Monitoring of seeded vehicles in respective territory and sharing of PCR / Observations with Service Head Quarter. Gather and disseminate market intelligence by keeping track of competitor products as well as services

  • Dealer Capability Building
    • Identification of Service Manpower requirement and signoff with dealer service team.
    • Identify Dealer Training requirements, Nominations submission in DICV LMS, Approval of nomination.
    • Ensure 100% Participation without any withdrawal of nominations from dealer team.
    • Monthly review of Dealer Manpower Requirement Vs Availability and signoff timeline.
  • Spare Parts & Lubricants - CS Business Targets
    • Distribute CS Targets to different workshops across the Territory.
    • Drive the dealer team in order to achieve following targets
      • Spare Parts Offtake Target
      • Lubricants Offtake Targets
    • Ensure 110% order from dealership by 24rth of every month
    • Fund availability against Spare Parts orders for respective workshops order.
    • Guide dealer for Adblue –Retail business network.
    • Adherence of Auto ordering and Top 1000 Parts ordering.
    • Follow-up with HQ Parts team for spare Part billing and dispatch.
  • Service Marketing Business
    • Distribute Service Marketing target to different workshop across the territory.
    • Monitoring of AMC/ Extended Warranty sales Pipeline on regular basis with dealer Service Marketing team.
    • Lost sales analysis,
    • Take up with Service Marketing HQ for different product packages (inclusions etc.) and rates optimization.
    • Customer Visit, driver the dealer team to achieve following targets
      • AMC Target
      • Extended Warranty Target
    • Conduct AMC/EW training, Explain T&C, to Dealer Sales / Service Team, Guide uses of Accelero.
    • Ensure Accelero Process starting from Quote Generation to Payment transfer to DICV to Invoicing.
  • Float Upkeep and Monitoring
    • Ensure float order and upkeep of floats deploy at respective dealer workshop.
    • Monthly Review and signoff of float status with dealership.
    • Seek float repair/ replacement approvals from approval authority.
    • Approve outside territory floats movements, and ensure recovery timely.
  • Service Measure:
    • Communication to dealer workshops about new service measure launch.
    • Plan road map for completing service measure, Spare Parts order and availability.
    • Ensure issue of dealer letters to customers for safety critical Service Measure.
    • Service Measure missed opportunity analysis.
  • CS KPI – Communication, Adherence, achievement of KPI Targets, Delay analysis, Signoff action plan with dealer service team.
    • Service Retention/ Vehicle Retention- Communicate list of lost business VIN / Customer to dealer team, Identify action plan to improve retention. Pre Service calling to customers.
    • Workshop Service Delivery: < 24 Hrs./ >48 Hrs. Service KPI
      • Timely approval of warranty / goodwill cases.
      • Extend technical support to dealer team for critical or unique product complaint in consultation with technical support.
      • Availability of fast moving parts at dealership and VOR order for required parts.
      • Taking up Goodwill cases with concerned sales team or approval authority for approval.
    • Road Side Assistance- Reach and Recovery KPI adherence and Monitoring
      • Ensure availability of required MRV/MSV at Dealer workshop.
      • Ensure Dedicated Dealer team availability for 24/7 RSA support.
      • Timely Approval / Extended Technical support/ availability of Fast Moving parts/ Goodwill support and approvals.
      • Identify the Service Network Gap and taking up with DICV network team & Dealership during monthly review meeting.
    • Accident Repair – ensure adherence of repair TAT across dealer workshop. Ensure dealer follow Accident repair process and various approval time and flow recorded in DMS. Conduct delay analysis and signoff action plan with dealer team.
    • Service Satisfaction index (SSI) enhance customer satisfaction across the dealership workshops in respective territory.
      • Escalation board availability at workshop.
      • Implement Post Service calling to customers.
      • Monitor customer complaint tracker,
      • Guide dealer, Conduct Joint concall / Visit to customer place in order to resolve the customer concerns.
    • Repeat complaint- analyze the root cause, discussion with dealer, identification of action plan and Implementation.
  • Customer Relationship Management
    • Identification of Key customers across territory.
    • Conduct Visit and guide dealer to speedy resolution of customer concerns.
    • Coordinate for faster recovery of vehicles, of customers belong to respective territory.
    • Deploy escalation matrix and SPOC mechanism to improve relationship.
    • Taking up goodwill support cases with concerned approval authority for potential customers.
  • Diagnostic tools
  • Ensure availability of required number of Diagnostic tools and Ascent license at dealer locations.
  • Renewal and update of Diagnostic software license and Ascent time to time.
  • MIS system & Information sharing with Senior Management and Dealer team.
    • Preparation of Dealer MIS for respective territory includes, CS Business –Offtake & retail update , CS KPI progress , Service Activity Information, Suggested action plan, Floats upkeep status etc.


    Job number: 1075 Publication period: 01/10/2025 - 01/11/2025 Location: Mumbai Organization: Daimler India Commercial Vehicles Private Limited Job Category: Sales/Marketing/Communication Working hours: Full time (part time possible)
To Location: Mumbai, Daimler India Commercial Vehicles Private Limited

Contact

Anil Mahajan
Email: [email protected]
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