Senior Manager - Genset Services

Purpose of the Role:

The role is responsible for Service Support execution of Assigned Region/Territory to achieve the Gensets Customer satisfaction. This role would also need to achieve Customer complaint resolution, Spare parts availability, Product, skill development and warranty management by coordinating with internal and extended partners.

Job Responsibilities:

Creating complete Genset Service Eco system in the assigned territory, providing Quality service by ensuring the target Turnaround time, ensuring revenue generation by AMC, CAMC and spares sales :

• Ensure identification and on boarding of channel partners in line with the Aggregate Business gensets service strategy- coordinate with relevant stakeholders for technical and financial due diligence till issuance of COB and deployment.
• Conduct regular audits of service processes at service dealers to ensure that applicable SOPs are being followed. Ensure corrective / consequence management actions in case of non- compliance
• Ensure relevant trainings are organized along with the service technical training team to ensure that channel partners have the right skills to be able to diagnose and resolve issues timely .
• Partner with field Service, Plant QA and Operations teams to ensure a QRT approach is followed in case of any customer issues, and that the relevant issues are taken up in the Service/CCT meetings.
• New product establishment- flawless cranking of gensets at GOEMs end, field trials , benchmarking with competitors product and service activities to ensure achievement of PALS targets , timely SAM exercises, spare parts stocking and availability as per NPI list , and availability of e- catalogue and workshop manuals to ensure field readiness to service new products
• Ensure monthly customer/GOEM reviews so that any issues related to TML Aggregates are addressed in time to ensure customer satisfaction and also ensure warranty/goodwill expenses are minimized. Publish dashboards regarding the same.
• Establish forward looking service models like AMC/ CMC in order to ensure both TML and Channel Partner profitability is maintained.
• Customer Complaint resolution with Assign Time 2 Hours, Reach Time 4Hours and Resolution time 12 Hours (Minor Breakdown), 24 Hours ( Major Breakdown)
  
  

Stakeholder Profiles & Nature of Interactions:

Internal

• Aggregate Business Head - Service and Spares specific review
• Customer Quality- Providing the field inputs for preventing repeated issues of part failure. Providing feedback for any retro fitment.
• Territory Sales Managers Coordinating with TSMs for service dealer appointment, overall product satisfaction improvement. Supporting them at time of Gensets sales for proper service information and supports to customer
• QRT – Providing details field issues to QRT to prevent issues due to Parts, Process or Design.

External

• Customers – Empathizing with the customers for their problems and resolution.
• Genset Original Equipment Manufacturers - Co ordinating with GOEMs for appointment of Service Dealers in the territory, service execution, Spares Sales and AMC, CAMC

Desired Candidate Profile:

• Education Qualifications B.E / B.Tech in Automobile /Mechanical/Electrical Engineering
  • 5- 10 years of experience in Genset service industries

Skills & Competencies:

• Genset Fault Diagnosis
• Knowledge of Genset functioning and off highway engines Knowledge of Genset Accessories like Exhaust System, Radiator, Controller, Control Panels, Canopy etc.
• Problem Solving Techniques
• Microsoft Excel, Power point
• AVR setting in Alternators
• Synchronization of Gensets