Job Description
BU – MC Department ( Service – MC )
L2 – Divisional Manager
Job Location
Regional Office
BU / Dept
MC BU
Level / Grade
L2
Job Role/ Function
Service
Designation
Divisional Manager
1
Educational Qualification
Necessary:
B. E.
Premium college with a very good academic record
Optional:
MBA
2
Age
Minimum:
30YRS
Maximum:
40 YRS
3
Experience
Minimum:
8 yrs
Maximum:
15 yrs
Industry Specifications:
OEM Automotive
Preferred Exposure:
Regional Manager – Service
4
Reporting
Report to (Designation)
No. of Reportees
Direct Reporting
Circle Head
4 – 6 ASMs
Indirect Reporting (if any)
SERVICE HEAD
NA
5
Job Responsibilities
o Handling territory as Regional Manager Service. o Service network/capacity expansion – primary and secondary. o Dealer workshop and branches standards adherence. o Service reporting , parts performance and Customer redemption targets of dealers o Product performance feedback and competition benchmarking.
o TPM Implementation at Dealerships. o Sustain and improve Dealership, CSTs & PTS service standards. o Ensuring service reach to all the potential towns through primary & secondary network. o Tracking competitor activities and keeping abreast with the latest trends and requirements. o Monitoring of product performance, customer expectations w.r.t. competition.
o Planning and execution for new product launch. o Monitoring of warranty claims, failure analysis and inputs to manufacturing. o Providing guidance to ASMs & Dealer in respect to monitoring & handling dealer network. o Guiding the team to resolve critical dealer / customer issues. o Implementing Service Quality Systems at dealerships. o Maintaining service standards at primary & secondary network as per the company policies across the state.
o Maintaining the service share and growth of state.
o Forecasting the service targets and planning / monitoring the achievements.
o Enhancing the customer satisfaction level and implementing systems and processes in workshops.
o Customer Support Management/ Diagnosis of Product Failures o Control on Warranty Claims o Promoting Sales by providing service support.
o Promoting Genuine Spares Sales. o Dealer development activities/New dealer identification.
6
Competency Requirements
Technical/ Functional:
Dealership Management, Product Knowledge, Market Knowledge , Workshop Mgmt, Network development, Warranty Process, Legal Knowledge, Project Mgmt, Basics of Finance
Behavioral:
Analytical Skills, People Management, Influencing Skills, Training Skills, Managing Teams, Achievement Orientation, Customer Focus
7
Interface
Internal
External
Direct Interface
Sales, Marketing, Spares, Network
Dealers
Development, Central Quality Assurance
Indirect Interface
–
–
8
Any other specific requirements
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