Area Service Manager - VTI

Job Description

Role: Area Service Manager

Division: VTI

Function: VTI Aftermarket - Retail - Trucks

Reporting into:  Incharge - Aftermarket Retail Bus / RSM

Level: M4

Purpose of the Role

This position exists in order to manage the complete operations of a business, including parts sales & labor revenues, for the defined business and geographical spread, with the objective of ensuring business parameters are met along with maintaining high levels of customer & employee satisfaction & managing workshops at customer premises within the limits of defined aftermarket policies & Business Plan.

Span of Control

Direct reportees: 20
Indirect reportees: 20

Education

BE / Btech

Experience

Relevant Experience of 6 - 8 years

Business Understanding

• Understanding of CV  industry and the Aftermarket Service landscape
• Understanding of Working Capital Management
• Understanding of Dealer Operations and Key account management

Area of Responsibility

Parts & Labour Sales from Business

Service agreements renewal. Achieve incremental sale of XX% from SA product parts versus LY. Incremental Sale in Body parts – Accident repairs & RN Sale. Parts, Lube & RN Sale as per BP, Depot & workshop labour recovery as per BP, Ensure workshop productivity. In order to meet the business target w.r.t Parts and labour business.

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AR Management at Business Area including PSD operations. DOS & Budget control

Monthly reconciliation stage-wise to have better on OD & Ensure clearing bills. OD Days & Dispute invoices resolution. Strict control of credit limit. in order to maintain the financial health of the Business Area.

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Customer satisfaction & Relationship Management at Business Area

Ensure product audits at 20 per month randomly across all depots. Qtrly 20 number Audits across the business area and defined geographical area with actionable points documented. 20 Technical seminars in a year. Engagement activities – 20 Programs are every month to build competence levels. Customer complaint handling with timelines – PCS/PRS.  In order to achieve higher customer satisfaction and establish a relationship for future business.

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VOR Management & % BD Reduction at the geographical area

Structured monthly meetings with respective functions for ensuring product-related issues are resolved. Month on Month off-road review at divisions. Timely release of products from the workshop. Major repairs within 20 days & minor within 20 days. Strict implementation of PM Schedules & Service activities at depots. Deviations observed to be taken up with customers to avoid subsequent failures.

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Depot offices & defined Depots uplift as per Brand image

Implementation of 5S at a workshop, Ensure KAIZEN activities implementation. Develop the competence center for supporting training activities. Adherence to Statutory / Legal requirements at depot workshops & admin offices. In order to maintain a brand image of an organization as per standards.

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People Management & Competence building

Ensuring availability of trained manpower & adequate infrastructure at sites, Ensure the customer drivers are trained & fit. Plan & execute driver training programs through Driver Trainer. Organize training programs for customer mechanics through the Customer training Centre. Monthly AMM with Direct reporters for observation & feedback on the performance of a team. Improved VEGAS Score for PEI & EEI. VEGAS Action plans to be implemented and monitored. Employee Wellbeing and hygiene maintained at higher levels at sites. In order to achieve BP results by competing with the market and enabling a team to troubleshoot all technical failure and support customers with competent manpower availability.

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customer satisfaction & Relationship Management at Business Area

Liquidation of dead stock at the business area inventory. Centralized parts stores within the business area and the respective depots for improving the rolling of the stocks. Inventory control – SM & NM Parts liquidate every month. Parts replenishment at depots as per LDS tracking. In order to manage the warehouse efficiently and maintain healthy stock for the business area.