Channel Service Manager - Aftermarket

Job Description

Division: S&M

Function: Aftermarket

Designation: Deputy Manager

Supervisor"s Position: Area Service Manager

Purpose of the Role

This position is created to create first cut contact points of all customers. They will provide first cut technical assistance to workshop to wherever required. They will ensure that all the conplaints of customers are closed effectively.

Span of Control

External: 60%

Internal: 40%

Education

Graduation-BE (Mechanical)

Experience

3  years

Business Understanding

• Expert understanding Customer Handling
• Comprehensive view of AM offerings.
• 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