gm-service- lucknow

randstad india
position type
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lucknow, uttar pradesh
position type
10 To 20
reference number
randstad india
apply now

job description

gm-service- lucknow


The role of Service Head including Hi End is to ensure dealer profitability through customer satisfaction. He/ She has to lead workshop team who helps him/her in this endeavour. Service Head also needs to plan and work to build up manpower capabilities for present & future requirements. Service Head will ensure distinguish high end experience for the customers as per the scope of purple club.


Dealer Profitability
- Prepare business development plan in reference to service absorption ratio &
potential market to achieve Service Break-even as per Mahindra Calculation norms or certain percentage of growth over last year through stretched target and monitoring the same.
- Work out service market share, plan for retention and lost customer recovery to contribute towards business development.

Customer Satisfaction
- Preparing CaPs master action plan with an objective to provide excellence in customer service, bench marking industry best practices to delight customers and achieve minimum 90% T2B rating in overall satisfaction. Execute & monitor the same with concerned role holders regularly.
- Monitor & review trends of customer satisfaction indicators with concerned role holders and implementing action plan for improvement on regular basis. - Monitoring execution of contact calendar to create maximum number of
delighted customers.
- Reviewing concern Pareto to find out root cause and monitoring implementation of action plan to reduce number of concerns.
- Yearly planning, organizing and monitoring of service camp.
- Planning and organizing customer focus group meet.
- QWIK SERVICE - Monitoring and enhancing productivity.
- Planning and monitoring Door Step Service (DSS) operation � ensuring profitability and route adherence.

Capability Building
- Monitor service quality scores to improve repair & process quality at the dealership.
- Monitor MILE trained status of employees which shall not be lower than 80% at any given time.
- Skill matrix review to track quality of manpower & planning for developments through in-house training.
- Reward and Recognition scheme, planning & execution for customer care team.

Leadership Roles
- Planning requirements of manpower, hiring, orientation, fixing up job
responsibilities, targets, supervise and conducting appraisal.
- Readiness of second line by promoting existing manpower based on appraisal.
- Incentive scheme planning and disbursement for customer care team.
- Ensuring Employee Pulse Survey twice in a year and action planning based on
feedback to improve employee satisfaction.
- Create harmony among all the departments for effective team work.
- Manage operating expenses effectively.
- Initiating housekeeping, work place safety and hygiene.
- Decision on procurement, maintenance of tools, equipments & other resources.
- Smooth industrial relation.
- Field campaign (Retro) monitoring and completion within stipulated time line.
- Review of vehicle off road / open RO beyond allowable period.
- Improve productivity for optimum usage of infrastructure.
- Keep a tab on outstanding with debtors and follow up for recovery.
Hi End Service
- Capability development of Relationship Manager(RM).
- High focus on hygiene element and spic & span infrastructure.
- Facilitating RM with back end and floor team support to meet up commitments
made to customers.
- Monitor adherence of SOPs related to customers handling by Relationship
- Monitor delivery level of purple club benefits to customer.
Departmental Head
- Ability to forecast business and budget for the service department.
- Ability to analyse and evaluate data and take corrective & preventive actions and create avenues for productivity and business growth
- Should have good interpersonal relationship and a good team leader.
- Ability to control costs within allocated budget.
- Ability to train, develop and motivate department employees.
- Eye for detail and be a process champion.
- Good understanding of MDW (DMS).
- Computer literate (MS Word, Excel, PowerPoint).
- Must have good communication and listening skills with high level of empathy.
JD-OCT 2012-05 Dealership Human Resource Manual
rvice function.

?-Leading Automobile company
-Work Culture

Client Introduction
?Mahindra and Mahindra Limited (M&M) is an Indian multinational car manufacturing corporation headquartered in Mumbai, Maharashtra, India.[3] It is one of the largest vehicle manufacturers by production in India and the largest manufacturer of tractors in the world.[4] It is a part of the Mahindra Group, an Indian conglomerate.

It was ranked 21st on a list of top companies in India by Fortune India 500 in 2011.[5] Its major competitors in the Indian market include Maruti Suzuki, Tata Motors and Ashok Leyland.[




?- Graduate / Diploma in engineering with management qualification preferred.
- Minimum 10 years of experience in automobile workshop, service function.
- At least 5 years as Service Manager / department head role.