Channel Service Manager - Trucks & Buses

Job Description

Role:  Channel Service Manager

Function: TBE - S&M – Customer Services / Aftersales 

Location: Pan India 

Reporting into: Area Service Manager

Level: Deputy Manager

Purpose of the Role

This position will drive customer satisfaction, aftersales business & product performance management through effective Dealer Management. 

Span of Control

• Direct reportees: 0
• Indirect reportees: 0
   

Education

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

Experience

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

Business Understanding

• Comprehensive understanding of workshop business 
• Good verbal and written communication
• Data analysis & interpretation skill
• Technical Knowledge 
• Dealer management capability
• Relationship building skill/ customer handling 
• Comprehensive view of Aftermarket soft products offerings
• People Management
   

Area of Responsibility

• Ensure adherence all policies and processes as stated by VECV at dealership 
• Workshop business development – Profitable workshop and ensure all revenue targets   
• Soft product business development – Includes Service Agreement, Insurance, Extended warranty, telematics etc.
• Comprehensive service planning and execution for current and future requirement – Number of bays, shifts, manpower, additional network, onsite services etc. 
• Competence enhancement at all levels of the dealership (Service Agreement/ Technician / WFI / PM / WI / WM etc.)
• Product establishment / Customer value establishment in the territory 
• Trouble shooting / Technical guidance to the workshop team 
• Relationship management and connect with local Key opinion leaders  
• Custodian of all Customer Satisfaction related parameters   
• Facilitate dealers on Parts planning, execution, O/S management etc. 
   

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