Area Service Manager - Commercial Mobility

Group Company: TVS Motor Company

Position description: Achieve customer satisfaction & service business growth in the given area by improving Productivity, Process and people development for 3W Segment

Primary Responsibilities:

1. Business growth & Profitability:

A. Expand the service network to improve service reach, Capacity and market share.

B. Improve retention of lost customers

C. Improve the service share in the area by improving inflow at AMDs & ADs.

D. Implement new service projects like Express Service etc. in the area.

E. Ensure Dealer profitability by improving operational efficiency

F: Conduct DoE to identify newer & more effective means

G. Improve productivity of ADs through AD BDMs

H. Establish Process like Appt, DMS Usage & Parts availability across network

2. Customer Satisfaction:

A. Listen to Voice of customer - Dissatisfied and Satisfied and analyze Key parameter which results in customer Satisfaction for taking improvement actions

B. Identify the dealers who need to improve CSI score significantly, visit dealership to understand the root cause and Ensure Root causes are addressed as per timeline agreed

C. Review periodically and monitor the improvement actions for CSI score thereby reduce dispersion of dealers by improving bottom box dealers

D. Review the status of customer complaints resolution with the TM and provide feedback to HO.

E. Create Benchmark dealers (9.00+ category)

3.People Management:

A. Review and coach TM service & Service Engineers towards dealership/ASC actions and Improvement.

B. Own the structure of his/her organization in terms of resourcing, development, retention and get the best out of the team.

C. Review the manpower at dealership for current and future in terms of quantity and quality.

D. Plan movement of TMs & SEs with broad agenda for using their visits productively.

E. Attrition reduction by addressing HR issues

F. Improve effectiveness of ADBDMs

G. Improve effectiveness & productivity by inculcating means to share Best Practices