Territory Service Manager

Job Description:

Implement companys service standards & policies at the preowned vehicles outlet and help the dealers to grow their service business Accountable to improve customer satisfaction in assigned territories.

Responsibilities

1. Drive dealer business growth & profitability:

•  Improve service market share of dealer by increasing free service redemption and overall service inflow
• To improve service productivity in workshop.

2.Improve CSI Score:

• Obtain feedback from customers at regular interval and use the same for improving adherence to service standard at the dealership.
• Provide feedback to HO for any revision of service standards
• Conduct service process audit of relevant standards based on the customer feedback every month
• Conduct service process audit of all standards every quarter
• Review the analysis of non-adherence of service standards and counter measures proposed by Works Manager
• Review improvement actions towards Selection process, training, performance-based incentive system and exit process for service team as well as the gaps in infrastructure, tools & equipment in order to   improve adherence
• Review and link the improvement actions towards improving CSI score
• Review manpower status based on business growth plan in terms of recruitment and training through SIB
• Review updating of SIB and conduct orientation program for service and spare team at the dealership
• Support the dealer to resolve difficult customer complaints & provide trouble shooting guide to service team
• Review the status of pending customer complaints received at dealer/AO/HO and ensure closure

3.Product Quality

• Give feedback regularly to HO to improve product quality