Service Manager

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• Job purpose: –
  
  

Plan and coordinate service activities with the objective of increasing customer satisfaction, generate service revenues and increase parts sales of Case products within company strategy and guidelines.

• Dimensions: –
  
  

The role of Service Manager will report to the General Manager of the company owned store and shall predominantly coordinate service activities thru team of field & workshop service engineers in collaboration with parts manager for parts inventory management for the assigned area.

• Position Responsibility : Pre-defined Area
• Reporting to : General Manager of company store
• No of Reportee :10( 3 Technicians, 4 workshop technicians and 3 parts persons)
• Key Result Areas (KRA’s) / Measures of Performance (MOP’s): –
• Plan and co-ordinate service activities for assigned territory and maintain MTTR as per company norms.
• Plan for lubes and filters to carry out scheduled maintenance within stipulated time.
• Plan and ensure periodic visits to out of warranty machines as a target for the month and year.
• Generate revenue streams in parts, service and lubes as per set targets.
• Manage workshop and generate revenues thru component overhaul, machine overhaul, machine buy back refurbishment and warranty thereof.
• Promote AMC and execute same to customers satisfaction as per targets
• Plan training needs of the service technicians and ensure training are imparted (soft and technical)
• Establish key customer relationships with targeted contact management and on-site customer visits as per monthly/quarterly and annual plans.
• Collect customer testimonials (written and video) about good product performance and after sales support every month.
• Plan & organize service camps & operator meets as per set targets.
• Conduct monthly/Quarterly meetings with OEM’s (KOEL, M&M, Bosch, Ceat)
• Background Information and Main Activities: –
• Carry out planning of service requirements and depute service engineers to site as per right prioritization.
• Raise invoices on customers for service revenues and ensure collection of payments.
• Maintain workshop with proper tools, equipment’s and hygiene at all times.
• Have close coordination with warehouse for dispatch of parts for machines under breakdown and ensure restoration of machines.
• Maintain service history folders of each machines.
• Meet irate customers for product, parts or service issues, if any.
• Maintain record of failed parts under warranty and ensure dispatches to plant when requested. Scrap items periodically as per SOP guidelines for scrapping of material
• Be technically competent to trouble shoot problems in field, when service technicians are unable to do so.
• Motivate service and parts team to maintain excellence in after sale product and ensure retention of employees.
• Ensure failures are escalated thru THD for all failures.
• Ensure all calls are logged thru mobile App only.
• Carry out mandatory PIP’s , when announced.
• Make sure all complaints are attended with right diagnostic and basic tools. Maintain a record of all tools and are calibrated at all times.
• Maximize retention of existing customers thru quality service.
• Generate leads during service activities for machines sales
• Conduct on site trainings for customers.
• Decision Making Authority/Control.
• Take decisions on warranty up to Rs 100,000
• Authorize travel claims of service engineers up to Rs 10000
• Authorize local purchases of material needed for workshop up to Rs 10000
• Access to call center for reports
• Access to reports from call center website
• Access to THD/ ETIM
• Qualification and Experience: –
  
  

Education- Diploma in Mechanical Engineering /Automobile Engineering

Professional Qualification-

Experience 12-15 years working experience in earth moving equipment

Age 30-35 years

• Other information:
• Willing to travel for 15 days per month in respective geographies thru suitable mode of transport as per company policy.
• Proficiency in Excel, Word and Outlook.
• Good communication and negotiation skills
• Excellent intra personal relationships
• Managerial capabilities to manage men, money & material.
  
  

Apply now

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