Channel Service Manager - IB

Date: 25 Jun 2024

Location: Kolkata, WB, IN

Company: VE Commercial Vehicles Limited

Job Description

Channel Service Manager - International Business


Purpose of the Role

Channel Service Manager will drive customer satisfaction/ engagement, aftermarket business, product performance management through effective Dealer Management, technical & product knowledge.

Span of Control


  • B.E. /B. Tech preferred from a top tier institute
  • 60% throughout academics (10th, 12th, B.E./B. Tech) is mandatory


  • 2-5 years of work experience preferably in After Sales /Customer Services, in automotive OEM

Business Understanding

  1. Expert understanding Customer Handling
  2. Comprehensive view of IB offerings.
  3. People Management

Area of Responsibility

Right Experience to customer - 

1.  PDI & ECS audit
2. Ensuring required infra , process etc at workshop driving through Retx.
3. OJT & training

Emergency support from Workshops - Resolution time of EOS support 


Technical support to workshop and Float Management - 

1. First cut technical support & Interface with Uptime for quick support
2. Reporting of Technicial issues
3. Organising training from OEMs
4. Supporting workshops in closing Technical Campaigns
5. Effective Float Management

Perception management of customers & Complaint management  - Perception management of customers & Complaint management 


Adoption of Key Customers, Customer Connect & Win Back - 

1. Adoption of Customers based on local need (as finalized in between RSM- Sales & ASM- AM)- regular visit, tracking on customer's experience and put required corrective action
2. Repeat sales from these customers (Key customers)
3. Assist CSM in planning connect activities and do necessary analysis on outcome 

 Service Commercial: - 

1. SA penetration
3. Insurance Penetration
4. Eicher Xtend Penetration
5. MilEdge card usage