Service Manager

Job Description

Role: Service Manager

Function: COCO

Reporting into: Service Manager

Level: M3 / M4

Purpose of the Role

This position exists in order to Plan and monitor AM Operation activities as per Genuine Service Process- Retail Excellence, service standards, resource utilization, customer handling, people management. WITH the objective of ensuring the efficient running of the Dealership and high customer satisfaction. WITHIN defined COCO policies and budgets.

Span of Control

Total Employees to handle From 350 to 400
(including both on-roll & off-roll employees)

Education

• Graduate in Engineering

Experience

• Min. 7-10 years of relevant experience

Business Understanding

• Knowledge about automobile denting
• Painting and insurance norms

Area of Responsibility

Responsiveness

Shopfloor planning, Implementation of skill-based job allocation, Structured planning for EOS. Regular and accident repairs also a timely response to emergency road services.

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Process Excellence

Effective implementation of the DBOP Module. Workshop and customer interface area look, feel upkeep, and maintenance to improve the customer experience.

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Competency Enhancement

Preparation of comprehensive training plan for AM team members, Internal and external. Driving internal training on a Weekly basis.

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Customer Satisfaction

Increasing the customer satisfaction level by ensuring the corrective actions on low score calls.

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Retail Excellence and DOS

Driving action points as per Ret Ex & DOS audit and concluding it as per timelines. Follow up of action points identified in DOS & Ret ex with RBH / Service manager and completion as per plan.

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Strategic

Supporting in driving Model dealership initiatives, Implementation of DOS & Retail excellence at various dealerships.

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Workshop Profitability

Ensuring the collection of targetted revenue and profitability in the workshop.