Service Head

Job Description

Role: Service Head 

Division: S&M

Function: COCO

Reporting into: Retail Business Head

Level: Senior Manager

Purpose of the Role

Devise and implement plans for aftermarket business, develop coverage through development of service infrastructure and increased site support, enhance customer satisfaction. WITH the objective of ensuring adequate aftermarket support for the business. WITHIN defined the business strategy and budgets.

Span of Control

Total Employees to handle From 100 to 125
(including both on-roll & off-roll employees)

Education

Minimum Requirements:

Graduate in Engineering, Preferably with an MBA

Experience

Relevant Experience of Min. 15-18 years

Business Understanding

• Good understanding of the market - trends
• Customers
• Competitors and products as well as aftermarket support

Area of Responsibility

Annual Business Planning and Review

Analyze past performance and potential, draft targets for parts and service location-wise with Finance Manager finalize in consultation with the Retail Business Head, monitor weekly and monthly parts consumption and plan corrective actions accordingly. In Order to achieve targets and control variance.

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Accounts Receivable

Monitor status of accounts receivable with Works Manager, Manager, and Retail Business Head, recommend deviation from credit policy in identified cases. In Order to ensure 100% collection of receivables as per policy.

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Customer Satisfaction

Monitor response and resolution time with respect to customer service issues, coordinate with concerned works manager for effective closure if required coordinate between a customer and regional office for resolution on certain issues. In Order to ensure high levels of customer satisfaction.

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Key Account Management

Monitor planned actions for identified key accounts with respect to aftermarket (parts & service) and finance issues, liaison between concerned people internally and the customers. In Order to achieve the desired level of customer satisfaction, loyalty, and aftermarket Revenue.

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Expansion of Service Infrastructure

Identify opportunities for expansion of service infrastructure based on customer presence and potential, provide inputs for the feasibility study, provide inputs for an investment plan. In Order to increase the service network reach and ensuring uptime.

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Part Inventory and Availability

Monitor first pick for parts for branches suggest corrective actions to Parts Incharge. In Order to ensure the availability of parts.

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Warranty and Service Administration

Monitor number and value of claims rejected review and seek approval as per limits, seek National Sales Heads approval for the settlement of out of warranty claims. In Order to ensure timely clearance of claims as per policy.

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Post Sales Service

Provide resolution to customer escalation cases on complaints from works managers and seek guidance and support form channel/Area/Regional Service Manager. In Order to a time resolution of complaints and improved customer satisfaction.

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People Management

Identify manpower requirements, seek approval, coordinate with HR for recruitment and selection, create training and development plans for the team and develop team competencies, prepare and review personal business plans for team members. In Order to develop a capable and motivated team of professionals.