Works Manager

Job Description

Role: Works Manager

Division: ETB

Function: ETB - COCO - After Market

Reporting into: Retail Business Head

Level: M2/M3

Purpose of the Role

This position exists in order to Plan and monitor workshop activities - service standards, delivery, resource utilization, customer handling, people management and vendor management WITH the objective of ensuring the efficient running of the workshop and high customer satisfaction WITHIN defined COCO policies and budgets.

Span of Control

Total Employees to handle From 25 to 33 (including both on-roll & off-roll employees)

Education

• Graduate in Engineering/Diploma in Engineering

Experience

• Min. 8-11 years of relevant experience

Business Understanding

Area of Responsibility

Accounts Receivable

Monitor status of accounts receivable with Finance Manager, recommend deviation from credit policy in identified cases to the Business Head In Order to minimize bad debts.

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Customer Satisfaction

Monitor response and resolution time with respect to customer service issues, coordinate with the team for effective resolution and closure. In Order to meet customer requirements for efficient service and repair.

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Key Account Management

Identify key customer’s biggest challenges and along with the team come-up with tailored service solutions that match their needs. Review current customers and calculate the potential of each of them. In Order to ensure high levels of customer satisfaction.

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Part Inventory, Availability, sales and marketing

Understand the existing consumption of spares, estimate the cost impact of being out-of-stock and use the data towards efficient inventory management along with the team to reduce costs and maximize customer service. In Order to ensure the availability of parts.

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Service & Technician Agreements

Initiate and negotiate discussions with customers on parts sale agreement based on customer requirements; get the RO/HQ team to close agreements In Order to increase coverage in the market and ensure future sales.

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Site Management

Map the Area extensively to identify the requirement of site services, Review services provided by technicians and support for resolution of issues, ensure parts availability and warranty claims and deliver as per standards at the site. Better service TAT Responsiveness and EOS adherence Competency building. DOS process.Retail excellence In Order to ensure delivery as per standard at the site.

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People Management

Ensure standards at the workshop are maintained, resources are utilized in an effective manner and SOP are adhered to In Order to ensure the smooth running of the workshop, effective resource utilization.

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Quality Management System

Coordinate with other functions within the aftermarket to ensure the team is trained on process and procedure so that the customer is satisfied with the services in the first instance, review non - compliance and work with team members to ensure closure of all non – compliances. In Order to meet the required quality standards.

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People Management

Find training needs, coordinate with the COCO HR team for planning and delivery of soft skills training and technical training. Identify the competency gaps and facilitating competence development for the aftermarket team. Administration of performance management process Engaging & retaining talent. Driving Values & VGAS action plans. Making hiring decisions for any requirement in the COCO aftermarket. In Order to develop a capable and motivated team of professionals.